(via phone, chat, email, or in-app messaging) in Mandarin and English with professionalism and accuracy.
Assist riders and drivers
with account issues, trip concerns, payment queries, app troubleshooting, and safety-related matters.
Provide clear guidance
on platform features, policies, and procedures.
Handle complaints and conflict resolution
, ensuring fair and customer-centric solutions.
Document issues
and escalate complex cases to relevant teams when necessary.
Monitor real-time trips
and support incident management when safety or operational concerns arise.
Maintain service quality
by meeting response time, customer satisfaction, and resolution rate KPIs.
Collaborate with internal departments
(operations, safety, driver management) to improve customer experience.
Identify recurring issues
and propose process improvements or product enhancements.
Qualifications
Fluent in
Mandarin
(spoken and written) and proficient in
English
.
Previous customer service experience preferred--ideally in e-hailing, transportation, logistics, or tech platforms.
Strong communication, problem-solving, and active-listening skills.
Ability to stay calm under pressure and handle high-volume inquiries.
Basic understanding of mobile apps, digital payments, and online platforms.
Flexible schedule; willing to work
shifts
, weekends, or public holidays.
Job Types: Full-time, Contract, Fresh graduate
Contract length: 12 months
Pay: RM3,500.00 - RM4,500.00 per month
Benefits:
Opportunities for promotion
Professional development
Work Location: In person
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