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SOCAR MOBILITY MALAYSIA Customer Service Executive | DASH Operations in Kuala Lumpur, Malaysia
Are you a driven person who would like to join our team in Kuala Lumpur? Someone with a startup mentality, who is capable of integrating into a multicultural team?
SOCAR aims to change the way people in South East Asia move around by becoming the biggest car-sharing platform in South East Asia. We are currently the biggest player in Malaysia and aim to scale out our product offering across more verticals and geographies.
We are growing fast - this is an extremely exciting moment for SOCAR.
What will you be engaged in?
You will have the opportunity to be responsible for the growth and operations of the business verticals of SOCAR2U, SOCAR+ and DASH at SOCAR. The Business Team has one mission: To develop new business opportunities that bring SOCAR's vision of car-sharing to the next level.
Want to be part of this journey from the very beginning? You will have the opportunity to be involved in the following:-
Manage Dasher contacts and tickets via livechat, email or calls
Resolve all Dasher contacts and tickets within target SLA
Ensure assistance provided to Dashers is clear and following guideline in SOP
Perform outbound calls to Dashers related to live jobs or issue
Collaborate with Customer Service team to ensure customers and Dasher related enquiries are resolved
Assist with adhoc tasks to ensure operations and service excellence is achieved
Provide feedback to Shift Lead on key Dasher issues raised in livechat, emails or calls
Dasher performance management
Investigate and penalise Dasher for SOP related issues i.e late arrival, late delivery, cancellation etc.
Investigate and escalate Dasher penalty and accident to Shift Lead
Provide feedback to Shift Lead on improvements to Operator SOP
Provide feedback to Shift Lead on improvements on Dasher penalty and accident management
Assign job to designated drivers and follow up to ensure drivers are on time for jobs
Assist shuttle drivers on job related issues via calls and chat
Provide feedback to Shift Lead and Custodian Lead on improvements to Shuttle Service
Are you the ideal candidate?
First and foremost ask yourself: Are you customer-obsessed? This is SOCAR's prime value that drives our mission forward. If your heart and mind shout “YES, I am!”, you have just identified a fundamental match between you and your future SOCAR team.
A Do-er and a proactive executor who can implement plans in a swift and professional manner
Willingness to experiment and adapt
Good proficiency in English (written and oral)
Good organizational skills
Proficient knowledge in using spreadsheets
Flexible to work on a rotational shift basis (including weekends, public holidays and midnight) and able to work on any given shift with prior notice
Able to multitask and work under tight deadlines
What will we offer you?
Be part of the fastest-growing car-sharing company in the world!
Opportunity to drive new ideas and make a measurable impact on company metrics
Work with incredibly driven people with great executable ideas
International environment (we are 18 different nationalities in the office!)
The chance to launch new markets in different countries
Endless company events (Futsal, cinema, birthday cakes, celebrations, team lunch and dinner ... )
How will your roadmap to join SOCAR look like?
After you submit your application, you can expect to prepare for the following steps in the hiring process:
1 session - Talent Acquisition Team (Virtual or face-to-face)
1 session - Hiring Team (Virtual or face-to-face)
Follow us on LinkedIn
(https://www.linkedin.com/company/socarmy)Check out our Homepage
(https://socar.my/)Find us on Facebook (https://www.facebook.com/socarmalaysia)