Job Description

This is a 12-month contract role under Optimum Solutions.

This role supports our client, a leading Southeast Asian superapp that offers a wide range of services, including mobility, food delivery, and digital payments.

Work Schedule: Monday - Friday, 10:00 AM - 7:00 PM. (inclusive of a 1-hour lunch break)

Responsibilities:

. Work with various stakeholders including Business Process Outsourcing (BPO) teams to manage inquiries, requests and escalations efficiently including handling face-to-face engagement with escalated cases

. Train and update support teams on all rentals and adjacent business products and services

. Collaborate with internal teams and other verticals to ensure seamless operations and representation at engagement events and program launches for driver-partners

. Conduct review and optimization of existing operational policies and processes while supporting the planning and execution of new policies and processes

. Work with relevant teams within rentals and the broader Operations organization to streamline operational policies

. Support analysis of driver management initiatives to assess effectiveness and propose iterative improvements in furtherance of the business goals

Qualifications:

. At least 3 years of customer service experience

. Able to work independently in a fast-paced and changing environment

. Experience with hands-on customer engagement, strong interpersonal and stakeholder-management skills

. Detail-oriented with a focus on accuracy and efficiency

. Strong spoken and written communication skills

. Passionate about identifying user pain points, process bottlenecks, or inefficiencies and designing solutions to resolve them

. Degree or diploma holder preferred