Senior Coordinator, Rider Service
Senior Coordinator, Rider Service
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
ROLE POSITIONING AND OBJECTIVES
We are looking for a Rider Service Specialist to manage various aspects of rider support including email communication outbound service recovery calls document verification and wallet adjustments. You will serve as the first point of contact for rider inquiries ensuring timely accurate and professional support across multiple rider touchpoints. Your role is critical in maintaining operational excellence policy compliance and high satisfaction within the rider community.
WHAT YOU WILL OWN:
Manage Rider Enquiries via Non-Live Channels
Handle incoming rider queries via email promptly and accurately.
Handle and manage Rider Escalations from L1.
Ensure timely and professional responses to address concerns and resolve issues.
Address inquiries related to rider performance including delivery metrics quality ratings and operational feedback.
Process adjustments to rider wallets (e.g. credit/debit transactions) based on internal approvals and policy guidelines.
Support investigations related to rider suspensions or restrictions due to performance or compliance breaches.
Follow standard operating procedures to document and action cases appropriately.
Accurately update rider interactions and case notes into internal CRM tools.
Ensure data integrity across rider systems and reports.
Qualifications :
ESSENTIAL EXPERIENCE SKILLS AND KNOWLEDGE.
Excellent written and spoken Tagalog and English is a must
1 years of experience in a customer-facing or service operations role.
Experience in fast-paced environments preferably in logistics customer service or BPO.
High attention to detail and strong organizational skills.
Strong interpersonal and communication skills.
Ability to multitask prioritize and meet deadlines under pressure.
Basic computer proficiency and fast adaptability to new tools.
Comfortable working with CRM platforms and Google Workspace/MS Office.
Must be able to work on rotational shifts including night shift (Public Holidays & Weekends).
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
