Job Summary
We are looking for a highly skilled and customer-focused Senior Customer Service Associate to join our dynamic team at Shuttlers. In this role, you will act as the key point of contact for our valued customers, helping to resolve issues, provide information, and ensure that our services are delivered in the most efficient manner. As a Senior Associate, you will lead by example, mentor junior associates, and help enhance our overall customer service experience.
Job Details
Customer Support: Respond promptly to customer inquiries, providing solutions to issues regarding service bookings, route planning, app functionality, and payment issues.
Issue Resolution: Troubleshoot and resolve escalated customer complaints and issues, ensuring customer satisfaction is maintained.
Mentorship: Guide and support junior customer service team members, assisting with their development and ensuring they meet performance goals.
Service Quality Monitoring: Monitor customer interactions and review feedback to ensure service quality and adherence to company standards.
Collaboration: Work closely with other departments, including Operations and Technology, to resolve issues, improve processes, and offer proactive solutions.
Process Improvement: Identify opportunities to improve customer service workflows and implement best practices that drive customer satisfaction and operational efficiency.
Reporting: Track customer feedback and interactions, generate reports, and contribute to continuous service improvements.
Training: Lead and participate in training sessions to enhance the knowledge and skills of the team, ensuring up-to-date knowledge on service offerings and company policies.
Customer Retention: Develop and implement strategies to improve customer retention and loyalty, creating long-term positive relationships with customers.
Technology Utilization: Utilize Shuttlers’ customer service platforms and CRM tools to track, manage, and resolve inquiries effectively
Requirements
Experience: Minimum 4-5 years in customer service, preferably within the transportation or mobility industry.
Leadership Skills: Experience in leading or mentoring a team, with the ability to foster collaboration and guide others toward achieving team goals.
Communication: Excellent verbal and written communication skills, with a clear and professional tone when interacting with customers and team members.
Problem-Solving: Strong analytical skills, able to identify issues, troubleshoot effectively, and resolve customer concerns quickly.
Tech-Savvy: Familiarity with customer service platforms, CRM tools, and mobile apps used in service-based businesses.
Customer-Centric Attitude: Passionate about delivering exceptional customer experiences and ensuring satisfaction at every touchpoint
Multitasking: Ability to manage multiple customer issues simultaneously in a fast-paced environment.
Adaptability: Able to adapt to changes and new challenges, embracing a customer-first approach in dynamic situations.
Education: A Bachelor’s degree or equivalent experience is preferred.
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