Associate, Operations Control Centre

STRIDES PREMIER TAXI PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

STRIDES PREMIER TAXI PTE. LTD. seeks a customer service oriented professional to manage inquiries across multiple platforms, coordinate bookings, and maintain clear communication with drivers and customers.

The candidate should be fluent in English and Mandarin or Malay, with at least 2 years of customer service experience, and able to work in a fast-paced environment. The role involves following up on issues, updating systems promptly, and contributing to process improvements while adhering to

Qualifications

• GCE N/O/A levels or equivalent.
• Proficient in English; able to liaise with Mandarin- or Malay-speaking customers and vendors.
• Minimum 2 years of customer service experience.

Responsibilities

• Handle inbound/outbound calls and respond to customers, vendors, stakeholders across WhatsApp, Teams and Email.
• Ensure accurate updates in booking systems and maintain documentation for audits.
• Communicate job details to driver-partners, customers and stakeholders; provide feedback to improve workflows.

Skills

Customer care

Communication

Bilingual English/Mandarin or Malay

Education

GCE N/O/A levels

Job description

Job Responsibilities

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.

Job Requirements

1. GCE ‘N’/‘O’/ ‘A’ level
2. Ability to communicate effectively in English and Mandarin or Malay to liaise with Mandarin or Malay speaking customers and vendors.
3. At least with min 2 years of customer service experience