Customer Support Associate

Job Purpose

The Customer Support / IRC (Incident Resolution Center) Associate is responsible for handling customer and driver inquiries, complaints, and incidents across multiple channels. The role ensures timely resolution of issues, adherence to SLAs, and a positive customer experience while maintaining operational continuity.

Key Responsibilities

Customer & Driver Support

• Respond to customer and driver inquiries via phone, WhatsApp, email, and ticketing systems.
• Provide accurate information on accounts, payments, contracts, app usage, and company policies.
• Handle complaints professionally and ensure satisfactory resolution within defined SLAs.

Incident Resolution (IRC)

• Log, track, and manage incidents such as accidents, breakdowns, app issues, payment failures, or policy violations.
• Coordinate with internal teams (Operations, Training, Finance, Fleet, Sales) to resolve incidents.
• Escalate critical or unresolved incidents according to the escalation matrix.

Ticketing & Case Management

• Create, update, and close support tickets with clear documentation and root-cause notes.
• Ensure all cases are accurately recorded in the CRM/helpdesk system.
• Follow up with customers and drivers until full resolution is confirmed.

Compliance & Process Adherence

• Ensure all support interactions comply with company SOPs, safety guidelines, and regulatory requirements.
• Identify recurring issues and recommend process improvements to reduce incident volume.
• Support enforcement of company policies while maintaining a customer-first approach.

Reporting & Insights

• Submit daily and weekly support and incident reports.
• Track key metrics such as response time, resolution time, and repeat incidents.
• Share insights on common issues, customer feedback, and operational risks.

Requirements

Required Qualifications & Experience

• Diploma or Bachelor’s degree in Business, Communications, or a related field (preferred).
• 1–3 years of experience in customer support, call center operations, or incident management.
• Experience in mobility, ride-hailing, fin tech, or asset-based businesses is an advantage.
• Strong verbal and written communication skills.
• Comfortable using CRM, Zoho, and messaging platforms.

Key Competencies

• Strong problem-solving and decision-making skills
• Calm under pressure and able to manage high-volume support
• Empathy and customer-centric mindset
• Attention to detail and strong documentation skills
• Ability to follow SOPs and escalation processes

Benefits

• Competitive monthly salary.
• Skill development in CRM systems, incident management and reporting tools.
• Work with a mission driven team focused on sustainability and clean mobility.
• Continuous training on customer service, incident resolution and SOPS.