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ROLE POSITIONING AND OBJECTIVES 

• Possess strong knowledge of the process and influence the rider's perception of our brand. 
• Someone with good communication and analytical thinking skills to establish a positive image of our business to the riders, customers and vendors. 
• You should not only be able to assist our riders on a daily basis but also grasp the insights from your day-to-day work to provide insights on how we can make the riders' experience seamless with the client. 
• You will function as the first point of contact or frontline who assists our riders with their concerns for both delivery and non-delivery-related enquiries. 
• The objective is for us to be a one-stop contact centre for the riders to raise and have their concerns addressed accordingly.

RESPONSIBILITIES :

• Handle inquiries from Riders and order-related issues via live chats/calls/email to ensure seamless customer and rider experience.
• Develop excellent product knowledge to enhance riders’ experience and support 
• Provide riders guidance to address the concerns raised, both on the deliveries and other issues.
• Able to function as a one-stop assistance centre by providing first-contact resolution to our riders/stakeholders.
• Able to multitask working on various channels 
• Handle complaints, and provide appropriate solutions and alternatives within the allocated time
• Adhere to the quality process set to ensure that we are providing accurate and timely service to the riders
• Grow as part of Live Operations in line with our client values and COE principles.
• Ability to work on personal and team goals as part of a dynamic team in a fast-paced environment.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE. 

• Candidates have at least an SPM or Diploma certificate.
• Preferably with at least 1 - 2 years of working experience in the customer service field 
• Fresh graduates are welcome to apply
• Typing speed of at least 40 wpm with 95% accuracy
• Ability to maintain composure in a multi-tasking, high-energy environment.
• Must be able to work on rotational shifts including night shift (Public Holidays & Weekends)
• Preferably with strong computer navigation skills and familiarity with Google Suite.