Job Responsibilities
Operational & Communication Management
- Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email).
- Ensure accurate and timely updates in booking systems and maintain documentation for audits.
- Communicate job details and instructions clearly to driver-partners, customers and stakeholders
- Provide constructive feedback to improve operational workflows and participate in projects, including UAT.
Customer Service Excellence
- Monitor and coordinate trip assignments effectively according to operational KPI
- Manage bookings, amendments, cancellations, and special requests according to operational KPI
- Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).
- Assist with lost item retrieval and maintain high service standards under pressure.
- Possess good communication skills and astute ability to understand customers requirements.
- Responds effectively to stakeholders in a stressful and fast paced work environment.
Others
- Any other tasks and assignments assigned by superior.
- Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.
- To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.
Job Requirements
- GCE N/O/ A level
- Ability to communicate effectively in English and Mandarin or Malay to liaise with Mandarin or Malay speaking customers and vendors.
- At least with min 2 years of customer service experience
