Shift Lead, Customer Service Dash

2 weeks ago

Kuala Lumpur, Malaysia SOCAR Mobility Malaysia Full time

Are you a talented and driven problem solver who would like to join our team in Kuala Lumpur? Someone with a startup mentality, who is capable of integrating into a multicultural team?

SOCAR aims to change the way people in South East Asia move around by becoming the biggest car-sharing platform in South East Asia. We are currently the biggest player in Malaysia and aim to scale out our product offering across more verticals and geographies.

We are growing fast - this is an extremely exciting moment for SOCAR.

**What will you be engaged in?**

**_Live operations_**
- Hire, train, retrain and manage Dash operators
- Organise and optimise Dash operator schedule based on operations demand
- Manage Dash operators payroll and contracts
- Prepare, manage and improve Dash Operator SOP and knowledgebase
- Support live operations if operator is not available
- Plan and conduct weekly sync ups with Operators to manage performance and welfare

**_Dasher support_**
- Optimise Dasher contact management by improving contact related metrics i.e First Response Time, Resolution Time, Wait Time
- Review Dasher feedback and suggest improvements to reduce Dasher contacts
- Manage and improve Dasher penalty and accident SOP
- Collaborate with internal teams to ensure timely resolution to Dasher debts

**_Dasher performance management_**
- Review and share insights on Dasher SOP performance including on time arrival, on time delivery, cancellation
- Suggest and execute improvements to SOP, training and retraining of Dashers
- Plan and execute ideas to improve Dasher performance based on member feedback
- Report and suggest improvements in Dasher and Operator SOP based on escalations raised by members and internal teams
- Improve dasher penalty process

First and foremost ask yourself: Are you customer-obsessed? This is the key SOCAR's prime value that drives our mission forward. If your heart and mind shout “YES, I am”, you have just identified a fundamental match between you and your future SOCAR team.
- Diploma or Bachelors in any field of studies
- Good interpersonal skills (in both English and Bahasa Malaysia)
- Strong problem solving aptitude
- Committed to operational excellence
- Fluent in English and Bahasa Malaysia
- Proficient in navigating with Microsoft Office or Gsuite (especially in Microsoft Excel or Google Sheets)
- Ability to multitask and have a high patience level to handling disputes and emergencies
- Experience in managing or leading a team
- Able to work on a rotational shift basis

**What we will offer you?**
- Be part of the fastest growing car-sharing company in the world
- Opportunity to drive new ideas and make a measurable impact on company metrics
- Work with incredibly driven people with great executable ideas
- Competitive Salary
- Medical Insurance
- SOCAR travelling credits
- Phone allowance
- International environment (we are 10 different nationalities in the office)
- The chance to launch new markets in different countries
- Endless company events (Futsal, cinema, birthday cakes, celebrations, team lunch and dinner... )

**How will your roadmap to join SOCAR look like?**
- 1 session - Talent Acquisition Team (Virtual or face-to-face)
- 1 business case (To be pitched in subsequent round)
- 1 session - Hiring Manager (Virtual or face-to-face)

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