Customer Service Representative (Ride-Hailing LOB) | ONSITE | Eastwood, QC

Key Responsibilities:

• Responsible for ensuring that the ground transportation

service runs smoothly on a daily basis.

• Interact mostly with partners/ chauffeurs/ guests and internal stakeholders at times, working to resolve queries in connection to live service that is provided in real time, while maintaining relationships and building trust.

• Dispatching chauffeurs onto open booking requests from customers.

• Proactively finding solutions for urgent needs showing up due to new requests or unexpected scenarios (i.e.: flight delays, car breakdowns, etc.).

• Promote and establish a positive attitude while meeting productivity goals.

• Follow-up on customer issues to the point of resolution, keeping customers updated when needed.

• Provide and receive constant, vivid and constructive feedback regarding customer and chauffeur satisfaction as well as internal policies and procedures.

• Handle internal administrative tasks such as monitoring priority clients and documentation of individual queries

independently.

• Participate in projects to improve existing processes or create new ones.

• Identify areas of improvement and propose potential solutions to the Team Lead Operations Control.

• Support workforce management when needed (e.g. short notice shift-changes).

• Make sure to keep costs to a reasonable level by quickshotting smartly and by negotiating the best possible price for rides with LSPs on the phone.

Requirements

What We’re Looking For:

Bachelor’s/College Degree in any field

At least 2 years as Customer Service Representative in a BPO company

Minimum 2 years' experience in a dispatching or transport coordination role (e.g., air travel, ground transportation, logistics)

Industries:Outsourcing/Offshoring

Function: Others