About this role
Job Purpose
To provide prompt and service-oriented support to customers and driver-partners through real time monitoring, coordination and execution of transport operations.
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.
Qualifications & Work Experience
- GCE ‘N’/‘O’/ ‘A’ level
- Able to converse fluently in English and Mandarin/Malay
- At least with min 2 years of customer service experience
Skills
Technical Skills
- Proficient in booking and dispatch systems for transport operations.
- Proficient in typing, able to toggle and respond effectively over multiple communication channels
- Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.
- Ability to monitor and update booking systems accurately.
- Competent in documentation and reporting for audits.
- Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).
Other skills
- Strong communication skills (verbal and written) for clear interaction with stakeholders.
- Customer service orientation with ability to handle complaints and investigations.
- Problem-solving and decision-making under time-sensitive conditions.
- Multitasking and time management to handle multiple platforms and tasks efficiently.
- Attention to detail for accurate updates and compliance.
- Stress management and ability to work in a fast-paced environment.
- Team collaboration and independence with minimal supervision.
- Able to work rotating shifts and fulfil dynamic operational needs.