Role Purpose: To provide real-time English-speaking support for foreign passengers facing challenges during day and nighttime boarding and communication with bus drivers, with the additional task to do customer feedback survey collection.
Key Responsibilities:
- Support foreign customers and bus operators communication during night boarding schedules.
- Handle urgent support calls and live issues during night hours
- Troubleshoot boarding and location-related concerns
- Maintain accurate case logs for night incidents
- Contact customers after travel for feedback collection, record, and categorize feedback into the system
- Identify recurring customer issues and share insights with CS Department
- Support customer communication during peak travel hours and other ad hoc tasks
Schedule: Shift-based to cover 7-day operations (rotational)
5 days working & 2 days off
Day Shift: 9:30 AM - 6:30 PM (include rest)
Night Shift: 10 PM - 7 AM (include flexible short break) - maximum night shift are 4 days/ week, the rest is day shift.
Requirements:
- Diploma or Bachelor's degree in any field
- 1-4 year experience in call center environment
- Strong English communication skills (mandatory)
- Prior experience in customer support or hospitality preferred
- Comfortable working night and weekend shifts
- Solution-oriented under pressure
- Good problem-solving and coordination skills
- Cultural sensitivity in handling foreign customers
- Able to work in shift
