Customer Support Associate
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Purpose
The Customer Support / IRC (Incident Resolution Center) Associate is responsible for handling customer and driver inquiries complaints and incidents across multiple channels. The role ensures timely resolution of issues adherence to SLAs and a positive customer experience while maintaining operational continuity.
Key Responsibilities
Customer & Driver Support
Respond to customer and driver inquiries via phone WhatsApp email and ticketing systems.
Provide accurate information on accounts payments contracts app usage and company policies.
Handle complaints professionally and ensure satisfactory resolution within defined SLAs.
Incident Resolution (IRC)
Log track and manage incidents such as accidents breakdowns app issues payment failures or policy violations.
Coordinate with internal teams (Operations Training Finance Fleet Sales) to resolve incidents.
Escalate critical or unresolved incidents according to the escalation matrix.
Ticketing & Case Management
Create update and close support tickets with clear documentation and root-cause notes.
Ensure all cases are accurately recorded in the CRM/helpdesk system.
Follow up with customers and drivers until full resolution is confirmed.
Compliance & Process Adherence
Ensure all support interactions comply with company SOPs safety guidelines and regulatory requirements.
Identify recurring issues and recommend process improvements to reduce incident volume.
Support enforcement of company policies while maintaining a customer-first approach.
Reporting & Insights
Submit daily and weekly support and incident reports.
Track key metrics such as response time resolution time and repeat incidents.
Share insights on common issues customer feedback and operational risks.
Requirements
Required Qualifications & Experience
Diploma or Bachelors degree in Business Communications or a related field (preferred).
13 years of experience in customer support call center operations or incident management.
Experience in mobility ride-hailing fin tech or asset-based businesses is an advantage.
Strong verbal and written communication skills.
Comfortable using CRM Zoho and messaging platforms.
Key Competencies
Strong problem-solving and decision-making skills
Calm under pressure and able to manage high-volume support
Empathy and customer-centric mindset
Attention to detail and strong documentation skills
Ability to follow SOPs and escalation processes
Benefits
- Competitive monthly salary.
- Skill development in CRM systems incident management and reporting tools.
- Work with a mission driven team focused on sustainability and clean mobility.
- Continuous training on customer service incident resolution and SOPS.
Company Industry
IT Services and IT Consulting
Key Skills
- Electrical Engineering
- SQL
- Active Directory
- VMware
- OS
- Windows
- Trouble Shooting
- Linux
- SAN
- Java
- Technical Assistance
- Setup
- hardware
- Technical Support
- Software support
