Customer Service Representative / Subject Matter Expert

_This role is on a Permanent On-site Setup. Our office is located at Eastwood in Quezon City._

• Qualifications:

Transportation, travel or logistics background with dispatching experience is a plus.

• Customer care and customer service is required.

Strong escalation skills (SME experience) is a must.

• Superb decision-making skills and good work ethics.

Articulate and concise in communications.

• Flexible and adaptable to any change - Can work well under pressure and set deadlines.

Amenable to work onsite, shifting schedule and split off.

• Knowledge in google sheet is a plus (due to multiple trackers used in OC).

• Job Responsibilities:

Ensures ground transportation services run smoothly daily by monitoring on going bookings and strive for 100% fulfillment rate.

• Assigns rides to chauffeurs using fleet of vehicles that is exclusively allocated for Blacklane rides and is managed to fulfill transportation needs within selected business districts during specific time frames of the day.

Build relationships with our partners/chauffeurs and at times with guests via phone and Intercom, resolving queries in real-time while building strong relationships and trust.

• Troubleshoot proactively by finding solutions to urgent needs that arise due to new requests or unexpected scenarios (i.e., flight delays, car breakdowns, potential no pick-ups etc.)

Optimize the utilization of each shift or chauffeur and, consequently, increase overall profitability.

• Monitoring all upcoming and ongoing rides, ensuring fulfillment.

Give Actionable Feedback. Provide consistent, constructive feedback on customer and chauffeur satisfaction as well as processes.

• Fleet specialists will be considered as multi-skilled staff; they are also expected to help with OC Classic tasks (18 hours, EK, Service Control, Unassigned/VIP Bookings, MOP), and be given task assignments according to operational priorities.

• Here are the reasons why you should join Intogreat:

Competitive Salary Package

• HMO on day 1 w/ 2 Free Dependents

Group Life Insurance

Paid Leaves Bereavement Assistance

• Work-life Balance & High Staff Engagement Culture

Long-term Development Plan Program

• Free training courses

Cultural Training

• Employee awards and events

Mental Health Reimbursement up to 20K

Job Type: Full-time

Pay: Php35,

• 00 - Php38,000.00 per month
  
  Benefits:
• Health insurance

Life insurance

• Opportunities for promotion

Schedule:

• 8 hour shift

Rotational shift
Supplemental pay types:

• 13th month salary

Performance bonus

Application Question(s):

• From 1-5, how would you rate your English language skills

* Are you a Subject Matter Expert or SME

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Representative: 3 years (Required)

Language:

• English (Preferred)

Expected Start Date: 07/08/2024