Associate, Operations Control Centre

Job Purpose

Provide excellent customer service in an efficient and effective manner.

Responsibilities

Efficient Management

1. To meet minimum target set for successful calls for all hotlines.
2. To assist department in meeting its KPIs
3. To provide feedback to superiors to enhance the efficiency of workflow and work methods.
4. To adhere to roster planned in accordance with operational requirements.
5. Involved in Project Management to ensure user requirements are meted out and involvement in UAT (User Acceptance Testing).
6. Monitor various communication platforms, and Emails and respond promptly.

Excellent Customer Service

1. To fulfil booking requests for customers
2. To ensure customers’ and taxi partners’ satisfaction by providing friendly and personalized services
3. To handle customers’ and taxi partners’ feedback in a timely, courteous, and accurate manner
4. To execute service recovery to customers such as complimentary replacement taxi in the event of accident or breakdown of taxis with passengers
5. To assist passengers with the retrieval of lost items in our taxis
6. Possess good communication skills and astute ability to understand customers’ requirements.
7. Responds effectively in a stressful and fast paced work environment.

Others

• Ad hoc duties as assigned
• Able to work under minimal supervision.
• Able to work 3 rotating shifts.

Qualifications & Work Experience

• GCE ‘N’/‘O’/ ‘A’ level
• Able to converse fluently in English and Mandarin/Malay
• At least with min 1 year of customer service experience

Skills

Technical skills include:

• Good typing speed
• Able to toggle effectively over multiple communication channels.
• IT savvy

General skills include:

• Excellent multitasking skills
• Team player