About the role
AI summarisedProvide prompt and service-oriented support to customers and driver-partners through real-time monitoring, coordination, and execution of transport operations.
TransportOnsite
Key Responsibilities
- Handle inbound/outbound calls and respond to customers, vendors, stakeholders, and management across platforms (WhatsApp, Teams, Email).
- Ensure accurate and timely updates in booking systems and maintain documentation for audits.
- Communicate job details and instructions clearly to driver-partners, customers, and stakeholders.
- Monitor and coordinate trip assignments effectively according to operational KPIs.
- Manage bookings, amendments, cancellations, and special requests according to operational KPIs.
- Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures.
- Assist with lost item retrieval and maintain high service standards under pressure.
- Adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.
Requirements
- Minimum 2 years of customer service experience.
- GCE ‘N’/‘O’/ ‘A’ level qualification.
- Fluency in English and Mandarin/Malay.
- Proficiency in booking and dispatch systems for transport operations.
- Ability to toggle and respond effectively over multiple communication channels.
- Competent in documentation and reporting for audits.