Job Title: Customer Service Representative (CSR) Transportation
Department: Operations / Customer Experience
Reports To: Customer Service Supervisor / Project Manager
Job Summary
The Customer Service Representative (CSR) is responsible for delivering excellent customer support across multiple channels, ensuring a smooth, reliable, and positive passenger experience. The CSR acts as the primary point of contact for passengers regarding trip bookings, service inquiries, complaints, and real-time operational service.
Key Responsibilities
- Ride Reports - tracking reports on driver, ridership, vehicle, etc
- Driver management - timesheets, shift tracking, real-time driver issues
- Accident/Issue management - reporting, coordination with ground team, vehicle breakdowns, etc.
- Fleet Management - ride planner, driver planner, vehicle service logs, vehicle replacements
- CRM Management - ticket creation, assignment, timely response, investigation, resolution , escalation, lost & found, refunds, payment follow-up etc.
- VOC Management - monitoring, assessment, process improvement
Qualifications & Experience
- Diploma or Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- 2-3 years of experience in customer service, preferably in public transport, mobility, or service operations.
- Experience using CRM systems, mobility applications is an advantage.
- Multilingual skills are a plus (based on service area requirements).
Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer-centric mindset with problem-solving abilities.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Basic understanding of smart mobility, on-demand transport, or ride-booking systems.
- Proficient in MS Office and customer support software.
- Willingness to work in shifts, including weekends and public holidays.
Key Performance Indicators (KPIs)
- Customer satisfaction score (CSAT)
- First-contact resolution rate
- Average response and handling time
- Accuracy of data entry and reporting
- Compliance with service standards and procedures
Working Conditions
- Shift-based role aligned with operational hours.
- Office-based or contact center environment
- Close coordination with operations, dispatch, and IT support teams.
