Customer Service Operations Coordinator

JOB SUMMARY

Qualifications & Experience:Diploma in Customer Relationship Management or related course, Degree will be an added advantage.Excellent communication skills - the ability to remain calm and professional in difficult situations.Experience in Customer Support or similar CS role in a call center set-upFamiliarity with vehicle fleet operations is a plusExperience using help desk software and remote support tools Proficiency with spreadsheets and an ability to learn custom software tools.Organized and able to handle multiple tasks at once.Quality assurance experience is an added plus Availability to rotate shifts (morning, afternoon and night)Meets strict deadlines

RESPONSIBILITIES

Monitoring of the E-Bus fleet from BasiGo’s Command and Control Centre under the guidance of the Customer Service Operations Manager.Monitor communication channels with all BasiGo bus operators - post updates and instructions and provide immediate response to questions to maintain a seamless bus operations throughout the day.Serve as the communications hub between BasiGo’s fleet operations, charging, service, and customer success teams ensuring all teams are informed and coordinated and that operational decisions are made efficiently to ensure the highest level of customer satisfaction.Handle issues ranging from accidents, breakdowns, impound, and repairs.Triage issues based on severity and operational impact and channel them to appropriate teams within BasiGo for support.Respond to clients and keep them informed.Coordinate vehicle rescue as needed.Follow issue resolution progress, updating clients and BasiGo teams continuously so everyone is kept up to date.Communicate with customers regarding operational changes.Respond to all customer inquiries immediately and communicate with cross-functional BasiGo teams as needed to obtain accurate answers and expectations.Represent BasiGo with calm, professionalism, and expertise in all communications.  Gather customer feedback and share with Operations, Commercial, Charging, Service and Product teams.Inform customers about new features and functionalities.

REQUIRED SKILLS

Customer service, Customer relations, Operative management, People management, Conflict and complaint resolution

REQUIRED EDUCATION

Diploma, Associate's degree