Customer Service Eng/Malay

Job Summary

We are looking for a customer-focused and responsible Customer Service Executive to join our E-Hailing support team. You will be responsible for assisting customers and drivers with enquiries, resolving issues, and ensuring a smooth experience throughout their journey.

Key Responsibilities

Handle customer and driver enquiries through phone, chat, email, or other available communication channels.
Assist with enquiries related to bookings, rides, fares, payments, cancellations, and account-related matters.
Provide accurate and timely information while maintaining a professional and friendly manner.
Investigate customer complaints and operational issues and provide appropriate solutions.
Escalate complex or urgent cases to the relevant internal teams when required.
Follow established customer service procedures, guidelines, and service standards.
Record and update customer interactions accurately in the relevant system.
Ensure customer issues are followed through until resolution.
Maintain a high level of customer satisfaction and service quality.
Work closely with internal teams to resolve operational issues efficiently.
Perform other duties related to customer support as assigned.