Associate, Operations Control Centre

Salary undisclosed

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Job Purpose

Provide excellent customer service in an efficient and effective manner.

Responsibilities

Efficient Management

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

Excellent Customer Service

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

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