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Operations and Customer Service Lead

3 weeks ago

Kuala Lumpur, Malaysia DEGO MALAYSIA SDN BHD Full time

Job Responsibilities: '¢ To be an ambassador of Company values and culture for employees. To ensure team members understand Company mission/vision and share its values. '¢ Lead, Manage and review the whole Customer Service & Operations Team overall performance '¢ Accomplish operations and organization mission by completing related results as per KPI set Operations Role: '¢ To be an ambassador of Company values and culture for employees. To ensure team members understand Company mission/vision and share its values. '¢ To perform tasks related to acquiring new riders/drivers, ensures they are well trained & knowledgeable about Dego's services. '¢ Analyze trends and results of each channel on a periodic basis, identifying root cause of non-performance and providing recommendations on how to boost performance. '¢ Generate statistic and prepare daily, weekly, and monthly report '¢ Complete weekly operational tasks in a timely manner. '¢ Provide operational support and guidance to staff Customer Service Role: '¢ Committed to Increasing Customer Satisfaction Manage and provide a positive customer support experience for customers with issues that were not resolved at the level 1 CSR support line '¢ Understand product offering, policies, and processes to aid in the proper disposition and resolution of customer cases '¢ Provide regular and timely communication to internal teams that require updates on customer issue resolution as applicable '¢ Review and identify root cause for all escalated customer cases and use this information to improve continuously within the customer and sales team. '¢ Obtain and examine all relevant information to assess the validity of inquiries and to determine possible causes, and to propose appropriate solutions.
Dego is a start-up headquartered in Kuala Lumpur. we are a global mobility and logistic technology platform: our flagship service allows users to request quality, fixed rate on-demand logistics with a touch of their mobile phone but we are rapidly developing new services for our customers. Our technology allows us to move the physical world: We believe that, through innovation and entrepreneurship, we can have a meaningful social impact on cities around the world.
Bachelor's or Equivalent