Customer Service Executive - School Transportation

Private Advertiser; Região Norte; Presencial; BRL 20 000 - 36 000; Tempo integral

Resumo da oferta

Private Advertiser in Brazil's North region seeks a Customer Service Representative for a school bus company to coordinate communications among customers, school administrators, and vendors, ensuring timely updates on schedules and safety. You will be the main contact for inquiries and complaints and will relay information from operations to families and schools.

The role requires patient, empathetic communication, record-keeping, and collaboration with the operations team.

Qualificações

• Diploma studies in any field.
• Fluent English and Mandarin preferred.
• Strong interpersonal and communication skills.
• Experience in customer service or front-line roles.

Responsabilidades

• Serve as primary contact for customers and school administrators regarding transportation services.
• Respond to inquiries about schedules, delays, and changes in pick-up/drop-off times.
• Communicate real-time updates to customers via text and email; coordinate with operations.
• Receive and resolve complaints, investigate root causes with operations and drivers.
• Provide information on safety protocols and respond to emergencies.
• Coordinate with operations to relay route changes and service updates.
• Maintain records of inquiries, complaints and resolutions.

Conhecimentos

Fluent English

Mandarin

Team player

Problem solving

Conflict resolution

Organizational skills

Empathy

Tech-savvy

CRM familiarity

Formação académica

Diploma studies in any field

Ferramentas

CRM

Transportation management system

Descrição da oferta de emprego

The Customer Service Representative for a school bus company plays a vital role in ensuring smooth communication between company, customers, school administrators and vendors. They act as the main point of contact for inquiries, issues, and updates related to transportation services.This role requires a focus on delivering excellent customer service, managing inquiries efficiently, and ensuring a safe and positive transportation experience for students, customers, and school administrators.

1. Customers and School Communication

• Serve as the primary point of contact for customers and school administrators regarding transportation services

• Respond to customers’ inquiries about bus schedules, delays, and changes in pick-up/drop-off times

• Communicate buses arrival/dismissal delays through text message to customers

• Communicate buses arrival/dismissal delays through email to school administrators

• Communicate real-time updates, including delays, route adjustments, or changes in schedules due to weather, road conditions, or school events and work alongside with operations team

• Address any specific requests, such as changes in pick-up/drop-off locations or special transportation needs for students and work alongside with operations team

• Maintain a courteous, professional, and empathetic demeanor when communicating with customers and school staff

2. Complain Resolution

• Receive and handle complaints or concerns related to bus services, such as late arrivals, driver behavior, or student conduct issues. Timely response within the stipulated SLA and SOP

• Investigate complaints by coordinating with operations teams, bus drivers, bus monitors, and to understand the root cause before responding to families

• Offer timely and effective resolutions to parents and school administrators, ensuring follow-up actions are taken where necessary

• Maintain records of complaints and resolutions to track recurring issues and improve service quality

3. Service Information and Updates

• Provide customers and schools with accurate and up-to-date information on bus schedules, routes, and any changes to service

• Manage communication during emergency situations, such as accidents or breakdowns, ensuring customers and schools are informed promptly

• Assist with inquiries regarding safety protocols, seatbelt use, and other transportation-related questions

4. Coordination with Operations Team

• Liaise with the operations and route planning team to relay concerns or feedback from customers and schools regarding bus routes and service efficiency

• Ensure that the customer service team is informed of any route changes, delays, or operational updates, allowing for accurate communication with stakeholders (school administrators/parents)

• Work with the operations team to resolve issues such as missed stops or incorrect scheduling promptly

5. Student Safety and Behavior Reporting

• Receive reports of student safety concerns or inappropriate behavior on the bus, such as failure to use seatbelts, disruptive conduct, or bullying

• Communicate these concerns to parents, school administrators, and the operations team for further action

• Ensure that safety guidelines and protocols are communicated clearly to parents and that students understand the rules for safe conduct on the bus

6. Emergency Communication

• Coordinate and manage communication during emergency situations (e.g., accidents, severe weather, mechanical breakdowns)

• Provide clear instructions and updates to customers and schools on alternative transport arrangements or delays in service

• Ensure that emergency contact details are up-to-date and that parents receive timely information in urgent situations

7. Administrative Duties

• Maintain accurate records of all communications, including inquiries, complaints, resolutions, and updates

• Manage the customer service database to ensure all student, parent, and school information is current and accessible

• Assist with the preparation of service reports, tracking customer interactions, complaint trends, and overall service satisfaction

• Update and distribute information related to new routes, service policies, and any changes in operations to relevant parties

Skills and Qualifications

• A strong team player with excellent interpersonal skills, preferably someone who is able to speak fluent English and Mandarin

• Ability to work effectively both independently and as part of a team

• Proactive, collaborative with problem-solving ability and conflict resolution skills

• Ability to work in a fast paced environment

• Organizational skills for tracking and managing customer inquiries

• Patience, empathy, and the ability to handle complaints with professionalism

• Tech-savvy individual with the ability to quickly learn and adapt to new technologies

• Familiarity with transportation management system and CRM recording

• Basic knowledge of school transportation safety protocols and regulations is an advantage

• Min. 1-2 years of working experience of customer service related

• Education Qualification : Minimum Diploma studies in any field

• Preferably to be able to start as soon as possible