Drivers Relations Executive

Responsible for managing driver relationships and enquiries across Taxi, CRAC, and Virtual Fleet, ensuring efficient issue resolution, accurate documentation, and smooth daily operations.

Key Responsibilities

1. Driver Support

• Handle driver enquiries via walk-in, calls, and email

• Support onboarding/offboarding, vehicle matters, rentals, and policies

• Build strong driver relationships and resolve issues promptly

2. Frontline Operations

• Manage walk-in counter and inbound calls professionally

• Ensure efficient queue handling and timely service

• Record all interactions in internal systems

3. Administration

• Respond to emails within SLA

• Maintain accurate driver records and documentation

4. Reporting

• Prepare regular reports on enquiries, issues, and trends

• Analyse data to identify improvements

5. Compliance

• Ensure adherence to company policies and procedures

• Support audits and stay updated on policy changes

6. Coordination

• Work with internal teams (operations, fleet, finance, customer service)

• Support campaigns and driver-related initiatives

7. Team Support

• Guide and mentor junior staff

• Allocate tasks and ensure service standards are met

8. Ad-hoc Duties

• Support projects, system changes, and process improvements as assigned

Key Requirements:

• Customer service & communication

• Problem-solving & multitasking

• Data reporting & attention to detail

• Team leadership & collaboration