Customer Service

Employment Type: 12-Month Contract (Renewable based on performance & business needs)

Working Hours

• 8:00 AM – 5:00 PM
• 5 working days per week
• Saturday & Sunday are mandatory working days
• Two weekday off days (assigned by management)

Key Responsibilities

Driver Partner Activation

• Conduct outbound calls and SMS follow-ups to prospective delivery partners.
• Convert leads into activated driver partners.

Onboarding Operations

• Manage physical onboarding counters.
• Verify documents.
• Process payments.
• Activate partner accounts.
• Manage onboarding inventory and equipment.

KPI Achievement

• Meet daily activation targets.
• Support weekend onboarding campaigns.
• Maintain operational productivity.

Partner Success

• Monitor newly activated partners.
• Ensure first delivery is completed within 7 days.
• Follow up on inactive partners.

Customer Support

• Handle face-to-face driver enquiries.
• Resolve onboarding issues professionally.
• Deliver excellent customer service.

Cross-functional Support

• Work closely with Driver Acquisition teams.
• Support community engagement events.
• Identify process improvements.
• Assist with ad hoc operational tasks.

Requirements

Must Have

• Bachelor's Degree
• Minimum 1 year experience in:
• Customer Service
• Retail
• Operations
• Telemarketing
• Inside Sales
• Fluent in English and Bahasa Malaysia
• Comfortable with outbound calling
• Comfortable achieving daily KPIs
• Basic Microsoft Excel, Google Docs & PowerPoint knowledge
• Willing to work weekends

Nice to Have

• Mandarin or Tamil speaking
• Experience handling difficult customers (face to face)