Job Summary

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  Supervise the customer registration executives and customer support executives to ensure that all tasks are carried out efficiently and within the expected timelines.
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  Monitor daily team performance, set clear expectations, and provide regular feedback and support to help team members achieve their goals.
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  Conduct regular team meetings to align on priorities, address challenges, and ensure smooth coordination across roles.
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  Ensure that team members adhere to company policies, guidelines, and best practices for handling customer queries and registration processes.
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  Provide training and guidance to team members to enhance their skills and improve performance.

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  Oversee the customer registration process, ensuring that both driver and rider registrations are handled accurately, efficiently, and in compliance with all relevant regulations.
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  Address and resolve any registration issues or escalations, ensuring a smooth onboarding experience for new users.
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  Work with the customer registration team to streamline processes and implement improvements to minimize wait times and ensure high user satisfaction.

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  Supervise the customer support team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints via phone, chat, or email.
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  Monitor support tickets, escalating high-priority issues to appropriate teams and ensuring timely follow-up.
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  Track and analyze common issues raised by customers and provide feedback to the product or technical teams for potential improvements to the app or service.

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  Continuously monitor the performance of the ride-hailing app, identifying potential technical issues, glitches, or disruptions that could affect user experience.
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  Work with the technical team to report and resolve app-related issues, ensuring minimal downtime and a seamless user experience.
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  Coordinate with product and technical teams to communicate any app updates, improvements, or fixes that may impact the customer experience.

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  Prepare and maintain regular operational reports on team performance, customer satisfaction, registration status, and app performance.
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  Identify trends, bottlenecks, or areas of concern and proactively address them to improve operational efficiency.
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  Ensure accurate documentation of team activities, escalations, and resolutions to maintain a comprehensive record of operations.

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  Collaborate with other teams such as marketing, product, and technical support to ensure smooth operational processes and alignment on business goals.
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  Provide input and suggestions to the operations management team for continuous improvement of customer experience and operational workflows.

Requirements

Skills & Qualifications:

Preferred Qualifications:

As a
Junior Operations Executive
, you will play a key role in ensuring that the daily operations of the ride-hailing app run smoothly, that customer interactions are handled efficiently, and that any performance issues with the app are swiftly addressed. Your leadership and organizational skills will be essential in driving operational success and enhancing the overall user experience for both customers and team members.