Customer Service

Employment Type: 12-Month Contract (Renewable subject to performance and business requirements)

Working Hours

• 8:00 AM – 5:00 PM
• Five working days weekly
• Mandatory work on Saturdays and Sundays
• Two weekday off days (allocated by management)

Key Responsibilities

Driver Partner Activation

• Execute outbound calls and SMS follow-ups to potential delivery partners.
• Transform leads into active driver partners.

Onboarding Operations

• Oversee physical onboarding counters.
• Authenticate documents.
• Manage payment processing.
• Activate partner accounts.
• Handle onboarding inventory and equipment.

KPI Achievement

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

Partner Success

• Track newly activated partners.
• Ensure the first delivery is accomplished within 7 days.
• Engage with inactive partners.

Customer Support

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

Cross-functional Support

• Collaborate with Driver Acquisition teams.
• Assist in community engagement activities.
• Identify areas for process enhancement.
• Support ad hoc operational responsibilities.

Requirements

Must Have

• 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 making outbound calls
• Able to meet daily KPIs
• Basic knowledge of Microsoft Excel, Google Docs & PowerPoint
• Availability to work on weekends

Nice to Have

• Fluency in Mandarin or Tamil
• Experience dealing with challenging customers (in-person)