Customer Service Executive - School Transportation

Season Bus Services Co Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading school bus service provider in Singapore is seeking a Customer Service Representative who can communicate effectively in English and Mandarin. This role involves managing customer inquiries, resolving complaints, and coordinating with the operations team to ensure safe and efficient transportation services for students. The ideal candidate should possess strong interpersonal skills, problem-solving abilities, and a commitment to excellent customer service. A minimum of 2 years' experience in customer service and a Diploma are required.

Qualifications

• Min. 2 years of customer service experience.
• Fluent in Mandarin and English.
• Ability to manage customer inquiries effectively.

Responsibilities

• Serve as primary contact for clients and schools regarding transportation services.
• Respond to inquiries about bus schedules and manage complaints.
• Liaise with operations for efficient service and updates.

Skills

Interpersonal skills

Problem-solving

Conflict resolution

Organizational skills

Tech-savvy

Patience

Empathy

Education

Diploma Studies

Job description

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

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 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 systems and CRM recording

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

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

• Education Qualification : Min. Diploma Studies

• MUST BE ABLE to start EARLY JULY 2025

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***