Customer Experience & Operations Maestro

Key Involvements

SWAT Community Experience:
Manage the SWAT rider community by providing workable solutions to their queries on our service and pique their happiness index to new heights
Identifying new areas for service launches through SWAT’s systematic methodologies
Crisis management (only in extreme cases), by being able to calmly inform our riders on the appropriate actions

SWAT Operations Maestro:
Handle driver queries and issues during service hours, ensuring issues are resolved promptly
Driver training and management
Ensure all drivers are given suitable routes
To ensure smooth flow and minimise disruption of operations
Other ad-hoc duties as assigned

Job Requirements
Excellent communication skills, able to communicate eloquently with drivers and customers over chat as well as phone calls
Team player needed to be able to hand over operations effectively other executives and to pick up the slack to ensure smooth running of operations
Fast learner and technologically savvy, able to pick up new monitoring tools quickly
Cool headed and patent, able to maintain professionalism during times of disputes and resolve issues calmly
Independent and self-driven to adapt to requirements of start-up environment
Able to do shift work and work during odd-hours, to ensure operations are not disrupted during the entire day

Qualifications and Skills
Minimum Diploma from local polytechnics or degree in local universities
Quick thinker and able to perform under pressure especially during crisis management, to ensure smooth flow of operations
Candidates with no working experience are welcome to apply!