Associate, Operations Control Centre

STRIDES PREMIER TAXI PTE. LTD.; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

STRIDES PREMIER TAXI PTE. LTD. in Singapore is seeking a proactive Customer Service Associate to handle calls, coordinate bookings, and assist driver-partners and customers with clear communication.

You will monitor operations, update booking systems, and contribute to process improvements. Fluency in English plus Mandarin or Malay is preferred, and the role includes working in a 3-shift roster to maintain service excellence in a fast-paced environment.

Qualifications

• At least 2 years of customer service experience.
• Able to communicate in English; Mandarin or Malay preferred.

Responsibilities

• Handle inbound/outbound calls and respond to customers, vendors, stakeholders promptly across platforms.
• Ensure accurate updates in booking systems and documentation for audits.
• Communicate job details clearly to driver-partners, customers and stakeholders.
• Provide feedback to improve workflows and participate in projects including UAT.
• Monitor and coordinate trip assignments according to KPI.
• Manage bookings, amendments, cancellations, and special requests according to KPI.
• Resolve service issues and execute recovery measures.
• Assist with lost item retrieval and maintain high service standards under pressure.
• Respond to stakeholders in a stressful, fast-paced environment.
• Adhere to manpower roster with 3 rotating shifts.

Skills

Customer service

Communication skills

English & Mandarin/Malay

Education

GCE 'N'/'O'/'A' level

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