CSR Escalations Agent

Profile

Control Service. Ensure our ground transportation services run smoothly on a daily basis by monitoring Driver App milestones and priority client bookings.
Build Relationships. You’ll interact mostly with our partners/chauffeurs, and at times with guests via phone and email, resolving queries in real-time while building strong relationships and earning trust.
Dispatch Chauffeurs. Assign chauffeurs from our global partner
network to open booking requests, striving for a 100% fulfillment rate.
Troubleshoot Proactively. Find solutions to urgent needs that arise due to new requests or unexpected scenarios (i.e. flight delays, car breakdowns, etc.)
Delight Customers. Maintain and promote a positive attitude while meeting productivity goals, aiming to leave our customers and chauffeurs with a smile.
Follow Through on Resolutions. Follow up on customer issues to the point of resolution, keeping guests updated as needed.
Give Actionable Feedback. Provide consistent, constructive feedback on customer and chauffeur satisfaction as well as processes.
Administrative Tasks. Handle internal housekeeping such as documenting individual queries.
Requirements:
Dispatching Experience: At least 2 years’ experience in a strongly service-oriented dispatching role (e.g., air travel, ground transportation business, etc.).
Excellent organizational and communication skills: You have the ability to effectively multitask and prioritize your workload and ask others for help when needed.
Customer Care: You don’t just love customer service, you yearn to solve issues and make things work, and you see opportunities where others see problems.
English proficiency: You have excellent English language skills; additional languages are a plus.
Authenticity: You are convincing while also being personable, helpful, and competent. And you possess a high degree of flexibility, team spirit, independence and are always open to new tasks.
Team Player: You have the ability to motivate the team to improve each day.
Familiarity with web-based customer care systems: Experience with Salesforce and/or Zendesk is an advantage.
Salary:
₱30000 - ₱50000
Address:
Quezon City

Company info

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