Associate, Operations Control Centre

SMRT Corporation Ltd; Hong Kong; On-site; HKD 329,000 - 470,000; Full time

Job summary

STRIDES Premier provides prompt, service-oriented support to customers and driver-partners through real-time monitoring, coordination and execution of transport operations.

The role emphasizes effective communication, handling bookings across platforms, and maintaining service standards under pressure, with rotating shifts and a focus on uptime and audit-ready documentation.

Qualifications

• GCE N/O/A level or equivalent.
• Fluent English with Mandarin/Malay abilities.
• Minimum 2 years of customer service experience.

Responsibilities

• Handle inbound/outbound calls and respond to customers, vendors, stakeholders, and management across platforms.
• Monitor and update booking systems and maintain documentation for audits.
• Communicate job details to driver-partners, customers and stakeholders clearly.
• Provide feedback to improve workflows and participate in projects including UAT.
• Monitor and coordinate trip assignments according to KPIs.
• Manage bookings, amendments, cancellations, and special requests according to KPIs.
• Resolve service issues and execute recovery measures (e.g., replacement vehicle).
• Assist with lost item retrieval and maintain high service standards under pressure.
• Demonstrate strong communication and understanding of customer requirements.
• Respond to stakeholders in a stressful and fast-paced environment.
• Adhere to rosters and rotate shifts; learn and use AI tools to improve productivity.

Skills

Strong communication

Customer service

Problem solving

Multitasking

Attention to detail

Stress management

Teamwork

Rotating shifts

Education

GCE N/O/A level

Tools

Microsoft Teams

WhatsApp

Email platforms

Job description

Company description

STRIDES Premier is a significant player in the point-to-point (P2P) transport industry in Singapore.

We manages a fleet of taxis, private hire vehicles (PHV) and limousines, including over 300 electric vehicles. Our automotive arm services more than 7,000 vehicles, including fleet belonging to SMRT buses, the Ministry of Home Affairs, the Ministry of Defence and Changi Airport Group.

Job description

Job Purpose

To provide prompt and service-oriented support to customers and driver-partners through real time monitoring, coordination and execution of transport operations.

Responsibilities

Operational & Communication Management

1. Handle inbound/outbound calls and respond to customers, vendors, stakeholders, management promptly across platforms (WhatsApp, Teams, Email).
2. Ensure accurate and timely updates in booking systems and maintain documentation for audits.
3. Communicate job details and instructions clearly to driver-partners, customers and stakeholders
4. Provide constructive feedback to improve operational workflows and participate in projects, including UAT.

Customer Service Excellence

1. Monitor and coordinate trip assignments effectively according to operational KPI
2. Manage bookings, amendments, cancellations, and special requests according to operational KPI
3. Resolve service issues (delays, breakdowns, no-shows) and execute recovery measures (e.g., replacement vehicle).
4. Assist with lost item retrieval and maintain high service standards under pressure.
5. Possess good communication skills and astute ability to understand customers' requirements.
6. Responds effectively to stakeholders in a stressful and fast paced work environment.

Others

1. Any other tasks and assignments assigned by superior.
2. Able to work under minimal supervision with a keen attitude for learning and using technology such as AI tools to improve productivity.
3. To adhere to manpower roster planned (3 rotating shifts) in accordance with operational requirements.

Qualifications & Work Experience

• GCE ‘N'/‘O'/ ‘A' level
• Able to converse fluently in English and Mandarin/Malay
• At least with min 2 years of customer service experience

Skills

Technical Skills

1. Proficient in booking and dispatch systems for transport operations.
2. Proficient in typing, able to toggle and respond effectively over multiple communication channels
3. Familiar with Microsoft Teams, WhatsApp, Email platforms for communication.
4. Ability to monitor and update booking systems accurately.
5. Competent in documentation and reporting for audits.
6. Comfort with digital tools and emerging technologies (e.g., AI tools for productivity).

Other skills

1. Strong communication skills (verbal and written) for clear interaction with stakeholders.
2. Customer service orientation with ability to handle complaints and investigations.
3. Problem-solving and decision-making under time-sensitive conditions.
4. Multitasking and time management to handle multiple platforms and tasks efficiently.
5. Attention to detail for accurate updates and compliance.
6. Stress management and ability to work in a fast-paced environment.
7. Team collaboration and independence with minimal supervision.
8. Able to work rotating shifts and fulfil dynamic operational needs.