About this role
<p style="text-align:center"><img></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Purpose</b></H2> </div><div><p>To provide prompt and service-oriented support to customers and driver-partners through real time monitoring, coordination and execution of transport operations.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Responsibilities</b></H2> </div><div><p><strong>Operational & Communication Management</strong></p> <ol start="1" type="1"> <li>Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email).</li> <li>Ensure accurate and timely updates in booking systems and maintain documentation for audits.</li> <li>Communicate job details and instructions clearly to driver-partners, customers and stakeholders</li> <li>Provide constructive feedback to improve operational workflows and participate in projects, including UAT.</li> </ol> <p><strong>Customer Service Excellence</strong></p> <ol start="1" type="1"> <li>Monitor and coordinate trip assignments effectively according to operational KPI</li> <li>Manage bookings, amendments, cancellations, and special requests according to operational KPI</li> <li>Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).</li> <li>Assist with lost item retrieval and maintain high service standards under pressure.</li> <li>Possess good communication skills and astute ability to understand customers’ requirements.</li> <li>Responds effectively to stakeholders in a stressful and fast paced work environment.</li> </ol> <p><strong>Others</strong></p> <ol start="1" type="1"> <li>Any other tasks and assignments assigned by superior.</li> <li>Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.</li> <li>To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.</li> </ol></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications & Work Experience</b></H2> </div><div><ul> <li>GCE ‘N’/‘O’/ ‘A’ level</li> <li>Able to converse fluently in English and Mandarin/Malay</li> <li>At least with min 2 years of customer service experience</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills</b></H2> </div><div><p><strong>Technical Skills</strong></p> <ol start="1" type="1"> <li>Proficient in booking and dispatch systems for transport operations.</li> <li>Proficient in typing, able to toggle and respond effectively over multiple communication channels</li> <li>Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.</li> <li>Ability to monitor and update booking systems accurately.</li> <li>Competent in documentation and reporting for audits.</li> <li>Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).</li> </ol> <p><strong>Other skills</strong></p> <ol start="1" type="1"> <li>Strong communication skills (verbal and written) for clear interaction with stakeholders.</li> <li>Customer service orientation with ability to handle complaints and investigations.</li> <li>Problem-solving and decision-making under time-sensitive conditions.</li> <li>Multitasking and time management to handle multiple platforms and tasks efficiently.</li> <li>Attention to detail for accurate updates and compliance.</li> <li>Stress management and ability to work in a fast-paced environment.</li> <li>Team collaboration and independence with minimal supervision.</li> <li>Able to work rotating shifts and fulfil dynamic operational needs.</li> </ol></div></div></div>