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    Driver Support Representative - Philippines, Central Luzon, Pilipinas - SuperStaff

    SuperStaff
    SuperStaff Philippines, Central Luzon, Pilipinas

    5 araw ang nakalipas

    SuperStaff background
    Buong oras
    Paglalarawan
    • Communicate with drivers via phone and text in an upbeat, professional, and friendly way; listen to their needs and provide solutions
    • Work directly with your supervisor to flag and escalate issues
    • Support drivers in multiple time zones
    • Ensuring driver satisfaction by providing accurate and timely driver support
    • Keep to SLAs regarding call handle time and text handle time
    • Improve failure rates at Returnmates by ensuring every driver can salvage failures
    • Follow standard operating procedures tied to salvaging failures on the road, including calling leasing offices at apartment complexes to troubleshoot for entry and access instructions
    • Coordinate with other departments, such as operations, to meet on-time delivery SLAs and reduce failure attempt rates
    • Ensure that drivers are updated on the status of their turnarounds or reattempts
    • Handle ticketing that touches multiple technology systems: Dialpad (telephony), Onfleet (routing tool), and homegrown CRM, with the flexibility to switch between systems and learn new systems as the business evolves
    • Understand when to shift between Dialpad departments as the volume and flow of a day evolves
    • Follow standard operating procedures that may vary by partner, trip type, market, driver and customer intent, complexity, and escalation levels

    Requirements

    • Proven experience in customer service, preferably in logistics, transportation, retail, and e-commerce
    • Strong communication skills, both written and verbal
    • Excellent problem-solving abilities
    • Ability to work in a fast-paced environment and manage multiple priorities
    • Strong attention to detail and ability to maintain accurate records
    • Proficiency in Microsoft Office and customer relationship management (CRM) software
    • Willingness to work flexible hours, including evenings and weekends as needed
    • Familiarity with multiple technology systems: Dialpad (telephony), Onfleet (routing tool), and homegrown CRM, with the flexibility to switch between systems and learn new systems as the business evolves

    Benefits

    • HMO with 1 free dependent upon hire
    • Life Insurance
    • Night Shift
    • 20 PTO credits annually
    • Great Company Culture
    • Career Growth and Learnings
    • A laptop will be provided by the company
    • 25, ,000 monthly salary
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