Customer Support Senior 1

About the Role

L4+ incident refers to a sequence of unwanted incidents taking place which lead to agitation and threat to the brand. It leads to uncertainty and causes major harm to the organization.The team detects early signs of brand risk and minimizes the damage against the negative consequences of the same. It not only affects the smooth functioning of the organization but also poses a threat to the brand name.

The role requires someone who can own and take ownership of a complete incident and not just a contact. The team does not deal with issues such as cancellation and route, but more in terms of a rider being harassed or a partner being assaulted. And this position needs to communicate with them directly.

What the Candidate Will Do

• Work on critical incidents for both safety and non-safety issues reported by all the users, while providing world-class customer support through emails and phone calls.
• Document all incidents & Collaborate with partners and work towards any solution ideal for the incident.
• Handle Social Media Escalations when someone reports on Facebook/Twitter
• Audit the correct application of process and policy by the investigating agent
• Analyzing data and creating root cause analysis of high-level cases to identify areas for improvement.
• Conducting project and program evaluations and providing feedback to help the team improve skills and abilities.
• Coordinating with other departments and teams within the organization to ensure that the teams are working effectively and efficiently.
• Managing and maintaining relationships with key stakeholders and cross-functional partners.
• Representing the team and the organization in meetings and discussions with external stakeholders.
• Contribute to building the team and the organization for long term success
• Work in a hybrid set up - at least 50% of time in office and 50% of the time at home

Basic Qualifications

• Graduate in any stream
• At least 2 years of customer service and phone support experience
• Professional communication skills (verbal and email writing)
• Problem solving & critical thinking + detail oriented
• Stakeholder management
• Decision making
• Should be able to document all incidents in detail following format and logic
• Strong customer obsession attitude with evidence of taking independent and appropriate decisions for the customer
• Outstanding spoken and written of English and a local language (Mandarin)
• Open to all modes of support (email, chat and phone support)
• Willingness to work in shifts (rotating day shifts, rotating weekend offs. Total working hours will be 40 hours a week, 5 days, 8 working hours each day)

Preferred Qualifications

• Ability to stay calm under high pressure situations
• Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations
• Project management skills

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