Customer Service Representative

Responsibilities:

Customer Support:

• Respond promptly and professionally to customer and driver inquiries via phone, email, and in-app chat.
• Resolve issues related to trip fare discrepancies, lost items, app functionality, driver behavior, and other service-related concerns.
• Escalate complex or unresolved issues to the appropriate team or manager.
• Provide accurate and detailed information about our services, promotions, and policies.

Driver Support:

• Assist drivers with account setup, app navigation, payment issues, and policy questions.
• Address driver-reported issues, such as passenger behaviour or trip cancellations.
• Conduct driver verification and background checks as needed.

Problem Resolution:

• Investigate and resolve customer and driver complaints efficiently and fairly.
• Collaborate with other departments, such as operations and engineering, to troubleshoot and resolve technical issues.
• Maintain a detailed log of all customer interactions and resolutions in our CRM system.

Quality Assurance:

• Monitor and analyse customer feedback to identify trends and areas for improvement.
• Contribute to the development and refinement of customer service policies and procedures.
• Provide feedback to the product and engineering teams on potential app enhancements based on user feedback.

Administrative:

• Maintain up-to-date knowledge of our company's services, promotions, and policies.
• Participate in training sessions and team meetings to enhance skills and knowledge.

Requirements:

• High school diploma or equivalent; a bachelor's degree is a plus.
• Proven experience in a customer service role, preferably in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Empathy and a genuine desire to help others.
• Familiarity with CRM software and ticketing systems.
• Ability to multitask, prioritise, and manage time effectively.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Experience in the ride-hailing or on-demand service industry is a plus.
• Active Listening
• Patience and Empathy
• Problem-Solving
• Communication (Verbal and Written)
• Conflict Resolution
• Technical Aptitude (for navigating the app and CRM)
• Adaptability
• Teamwork