Customer Service Operative

• Manage and Supervise Service Dashboards: Oversee the following key areas on Monochrome’s service dashboards:
• Vehicle offerings: Maintain accurate and up-to-date vehicle information.
• Lost property: Coordinate the lost property process between riders and drivers.
• Complaints: Settle complaints from riders and drivers in an orderly fashion.
• Driver Submissions: Review and verify new driver documentation and submissions.
• Document Management: Track document expiration and ensure drivers submit updates on time.
• Driver storage folders: Organize driver records, profiles, and relevant documentation.
• Document types: Standardize documentation requirements and manage compliance.
• Team Leadership: Lead and mentor customer service representatives, ensuring top-tier service and efficient handling of inquiries.
• Customer and Driver Communication: Establish and maintain open channels of communication between Monochrome, its drivers, and its customers, ensuring clear and efficient interactions.
• Process Improvement: Continuously assess and refine customer service workflows, identifying areas for improvement to ensure quality, efficiency, and customer satisfaction.
• Issue Resolution: Handle escalated customer and driver issues, providing timely solutions and maintaining positive relationships.

Requirements:

• Minimum of 3 years experience as a Customer Service Operative
• BSc. in a relevant course of study