About the role

AI summarised

The Associate, Operations Control Centre provides real-time support to customers and driver-partners by monitoring, coordinating, and executing transport operations. This role involves managing communications across multiple platforms, ensuring accurate booking system updates, resolving service issues, and maintaining high service standards under pressure. The position requires fluency in English and Mandarin/Malay, at least two years of customer service experience, and the ability to work rotating shifts with minimal supervision.

TransportOnsite

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
Responds effectively to stakeholders in a stressful and fast paced work environment
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