Customer Service (E-Hailing)

Responsibilities

Answering Customer and Driver Inquiries

• Provide accurate information about e-hailing services, policies, and processes to users, including how to make reservations, cost estimates, payment methods, and guidance on using the application.
• Responding to driver inquiries related to account issues, registration, commissions, and incentives.

Resolving Customer Complaints and Issues

• Handling complaints or issues such as canceled bookings, inaccurate charges, GPS problems, or difficulties with drivers/customers.
• Try to resolve problems quickly and fairly, and provide compensation where necessary to ensure customer satisfaction.

Manage Account Verification and Correction

• Assist customers and drivers in the registration process, such as document verification, updating account information, or helping customers change account information (for example, phone number or payment method).
• Resolve issues related to identity verification or accounts suspended due to rule violations.

Brief Technical Troubleshooting

• Assist customers and drivers in solving simple technical problems related to the application, such as login problems, location issues, or application display problems.
• Provide a step-by-step guide to make it easier for users to solve their own problems if possible.

Explanation of Fee Structure and Charges

• Explain to the customer or driver about the payment structure, additional charges, travel rates, as well as possible deductions.
• Handle inquiries about unexpected charges, such as cancellations or long distance charges, and provide clear explanations.

Ensuring Feedback is Received for Improvement

• Collect feedback from users and drivers about their experience using the service.
• Submit reports to the management team or relevant departments to consider improvements to the application or service based on customer feedback.

New User Training and Education

• Guide new users and drivers on how to use the app, such as adding a credit card, making a reservation, or reporting a problem.
• Provide guidance to new drivers on safety rules and procedures to provide better service.

Provide Documentation and Daily Reports

• Document all interactions with customers and drivers in the management system, including complaints, resolutions, and feedback.
• Preparing daily or weekly reports to management, reporting the types of issues that often appear and making recommendations to improve services.

Supporting Promotional Campaigns

• Manage and explain promotional or discount campaigns to customers, such as how to redeem promo codes, promotional terms and conditions, and eligibility criteria.
• Handling inquiries about reward points or bonuses for drivers, explaining how incentives can be obtained.

Job Type: Full-time

Pay: RM1,700.00 - RM2,000.00 per month

Schedule:

• Day shift

Education:

• STM/STPM (Preferred)

Experience:

• Customer Care Specialist: 1 year (Required)

Language:

• English (Required)
• Bahasa (Required)