Jobfoundry
Jobfoundry
SMRT

Associate, Operations Control Centre

SMRT
Public Transport & Rail OperationsSingapore, SGFull-time3 weeks ago
Apply Now

About the role

AI summarised

This role is an Operations Control Centre Associate at a logistics company, responsible for providing real-time support to customers and driver-partners through monitoring, coordination, and execution of transport operations. The associate handles inbound/outbound calls, manages bookings and service issues, and ensures operational KPIs are met while working rotating shifts.

TransportFull-timeGeneral

Key Responsibilities

  • Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly 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.
  • Provide constructive feedback to improve operational workflows and participate in projects, including UAT.
  • Monitor and coordinate trip assignments effectively according to operational KPI.
  • Manage bookings, amendments, cancellations, and special requests according to operational KPI.
  • Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).
  • Assist with lost item retrieval and maintain high service standards under pressure.
  • Any other tasks and assignments assigned by superior.
  • Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.
  • To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.

Requirements

  • GCE 'N'/'O'/ 'A' level.
  • Able to converse fluently in English and Mandarin/Malay.
  • At least with min 2 years of customer service experience.
  • Proficient in booking and dispatch systems for transport operations.
  • Proficient in typing, able to toggle and respond effectively over multiple communication channels.
  • Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.
  • Ability to monitor and update booking systems accurately.
  • Competent in documentation and reporting for audits.
  • Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).
  • Strong communication skills (verbal and written) for clear interaction with stakeholders.
  • Customer service orientation with ability to handle complaints and investigations.
  • Problem-solving and decision-making under time-sensitive conditions.
  • Multitasking and time management to handle multiple platforms and tasks efficiently.
  • Attention to detail for accurate updates and compliance.
  • Stress management and ability to work in a fast-paced environment.
  • Team collaboration and independence with minimal supervision.
  • Able to work rotating shifts and fulfil dynamic operational needs.