Operations Control Centre Associate
1 week ago
Job Purpose
Provide exceptional customer service in an efficient and effective manner, ensuring customer satisfaction and loyalty.
Responsibilities
Efficient Management
- To meet minimum targets set for successful calls for all hotlines.
- To assist the department in meeting its key performance indicators (KPIs).
- To provide feedback to superiors to enhance the efficiency of workflow and work methods.
- To adhere to the roster planned in accordance with operational requirements.
- To be involved in project management to ensure user requirements are met and participate in UAT (User Acceptance Testing).
- To monitor various communication platforms and respond promptly to customer inquiries and emails.
Excellent Customer Service
- To fulfill booking requests for customers in a timely and efficient manner.
- To ensure customer and taxi partner satisfaction through friendly and personalized services.
- To handle customer and taxi partner feedback in a timely, courteous, and accurate manner.
- To execute service recovery for customers in the event of taxi accidents or breakdowns.
- To assist passengers with the retrieval of lost items in our taxis.
- To possess good communication skills and be able to understand customers' requirements effectively.
- To respond effectively in a stressful and fast-paced work environment.
Others
- To perform ad-hoc duties as assigned.
- To work under minimal supervision.
- To be able to work 3 rotating shifts.
Qualifications & Work Experience
- To possess a GCE 'N'/'O'/'A' level qualification.
- To be able to converse fluently in English and Mandarin/Malay.
Skills
- To possess good typing speed.
- To be able to toggle effectively over multiple communication channels.
- To be IT savvy.
Key Requirements
- Excellent customer service skills.
- Ability to work under pressure.
- Good communication and teamwork skills.
Working Environment
As a member of the Operations Control Centre team, you will be working in a fast-paced and dynamic environment that requires attention to detail and effective communication skills.
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