Handling calls and messages from customers, partners, and prospects from our inbound channel
Providing high quality customer service by listening attentively, clarifying customer requirements, probing for understanding and using resources for answering customer enquiries efficiently and politely
Collaborating with the rider support team and merchant team as such to ensure the timely and accurate delivery of orders
Meeting customer service performance metrics such as response time, resolution rate, and customer satisfaction
Supporting our partners with their queries or requests on various communication channels such as calls, emails or chats and remote support with basic IT troubleshooting to ensure seamless order fulfillment
Escalating issues such as repeated patterns of failure points to the Escalations team or line manager where applicable
Staying up-to-date on company policies and procedures to provide accurate information to customers
Participating in initiatives designed to improve customer satisfaction and business performance
