Customer Experience Team Manager

Get to know the Role:

• Guide our drivers and passengers in using our products
• Manage service inquiries and disputes arising from our drivers and passengers
• Provide excellent customer service to our customer base
• Maintain good relationships and community building efforts with drivers and passengers

The day-to-day activities:

• Monitor various company communication channels including call center, social media, web inquiries, etc. and respond appropriately in a timely manner
• Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons, etc. and report promptly to supervisor
• Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc.
• Perform administrative tasks involving driver’s account (credit top-up, changes in driver information, etc.