Customer Service

Employment Type: 12-Month Contract (Renewable based on performance & business requirements)

Working Hours

• 8:00 AM – 5:00 PM
• 5 days of work each week
• Mandatory working days include Saturday & Sunday
• Two assigned weekday off days (as determined by management)

Role Overview

We are seeking a proactive Driver Support Specialist to enhance our Driver Operations team. In this pivotal position, you will be responsible for onboarding new delivery partners, overseeing activation processes, offering in-person support, and ensuring a seamless onboarding journey.

If you take pleasure in engaging with individuals, achieving daily goals, and excel in a dynamic work setting, we welcome your application.

Primary Responsibilities

Driver Partner Activation

• Initiate outbound calls and SMS follow-ups with potential delivery partners.
• Transform leads into activated driver partners.

Onboarding Operations

• Oversee physical onboarding centers.
• Validate documentation.
• Process financial transactions.
• Activate partner accounts.
• Manage onboarding supplies and equipment.

KPI Achievement

• Achieve daily activation goals.
• Assist with weekend onboarding initiatives.
• Ensure operational efficiency.

Partner Success

• Track newly activated partners.
• Ensure first deliveries are completed within a week.
• Follow up with inactive partners.

Customer Support

• Address in-person driver inquiries.
• Professionally resolve onboarding challenges.
• Provide exemplary customer service.

Cross-functional Support

• Collaborate with Driver Acquisition teams.
• Support community engagement initiatives.
• Identify opportunities for process enhancements.
• Assist with miscellaneous operational tasks.

Qualifications

Essential

• Bachelor's Degree
• At least 1 year of experience in:
• Customer Service
• Retail
• Operations
• Telemarketing
• Inside Sales
• Proficiency in English and Bahasa Malaysia
• Comfortable with outbound calls
• Able to meet daily KPIs
• Basic knowledge of Microsoft Excel, Google Docs & PowerPoint
• Availability to work weekends

Preferred

• Fluency in Mandarin or Tamil
• Experience in managing challenging customers
• Familiarity with AI tools (ChatGPT, Gemini, Claude)