- Respond promptly and professionally to driver inquiries through chat platforms, and other designated communication channels.
- Provide accurate and detailed information about company policies, procedures, and services to drivers.
- Analyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution and provide feedback to the relevant departments for process improvements.
- Collaborate with cross-functional teams to escalate and resolve complex driver concerns efficiently.
- Document all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systems.
- Maintain a knowledge base of common driver-related problems and their resolutions, and contribute to internal documentation to enhance team knowledge and efficiency.
- Adhere to established performance metrics, service level agreements (SLAs), and quality standards.
- Stay up to date with industry trends, and company policies in driver development and support.
- Identify clear KPIs and measure them for each team member regularly
- Measure each team members performance and communicate to them effectively
- Identify gaps in knowledge and do refresher training if required
- Rota Management
Required Skills Experience:
- Relevant years of experience should be between 4-7 years.
- High Proficiency in English (both spoken and written).
- Email / live chat support experience
- Basic knowledge in Google Sheets skills.
- Experienced in the investigation of quick resolution and escalation.
- To-do attitude and problem-solving state of mind.
- Strong multitasking skills in a high-energy environment.
- Be flexible and supportive of the team. (UK/US Shifts)
- Team building experience
- Supervision experience of 5-8 team members
Desired Skills:
- Able to continually seek improved ways of working.
- Past experience working in a UK/US process.
- Experience of working in a fast-paced, international service sector environment.
- Analytical with an understanding/ passion for data-driven decisions.
- Empathetic and passionate with a desire to develop.
- Ability to work independently in a rapidly changing environment.
