DIDI SME

Grade: 7

Reporting to: Team Leader

INTERPERSONAL SKILLS:  Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

TECHNICAL SKILLS:  Communication Skills - Results Oriented - Quality Focus - Analytical Skills - Presentation Skill - Time Management - Motivational Thinking - Multitasking

Responsibilities 

• Obtain and analyze details of customer complaints and provide information as needed;
• Discuss result of investigation with Customer Drivers and Customer Passengers and any other related parties thru phone call or other required platform.
• Keep record of complaint details and interactions and correspondence with Customer Drivers and Customer Passengers which will be documented in Customer’s system per SOP requirements. It is noted that the Supplier may only act on the
• Customer’s prior instructions; in particular, the final customers shall be aware of the purposes of the recordings processed for the Customer controller.
• Liaise with different departments of the Customer to investigate and handle matters.
• Strict adherence to customer’s SOP policy and ensure all of process is under compliance and follow up customer’s QA standard and criteria.
• For the avoidance of doubt, the above list is not exhaustive and further duties may be discussed between the Parties thereafter.
• Proactively handle some complicated and urgent cases based on customer’s requirements or team leader’s instruction, such as media risk, high-severity level cases.
• Lead 3-4 agents to conduct continuous new/existing knowledge refresh about customer’s SOP knowledge, system and policy related thru side-by-side coach or bad/good case study or sharing, to ensure all new fresh have a full understanding of these and help low performer improved on their results
• Conduct pre-audit action for forthcoming close tickets from sub-team member and check if SOP adherence or not, rectify and coach all mistakes-maker before final closure to ensure qualified SOP pass rate is under control.
• Proactively work with team leader, trainer and QE to analyze current SOP, system or policy issue and provide constructive optimization advices with team leader to ensure all team should have been achieving high quality and efficiency results.