Handle and resolve customer enquiries and complaints via multiple channels and provide accurate, valid and complete information by using the right methods/tools in a timely manner
Toss/escalate issues to the appropriate team as necessary
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution with the related teams
Keep records of customer interactions, process customer accounts and file documents to come up with process/system/resource improvements suggestions, compile reports on overall customer satisfaction
Inform customer of deals and promotions and contribute to encouraging better rider behavior and engagement
Follow communication procedures, guidelines and policies
Contribute to team effort by accomplishing related results as needed and meet personal/team targets and quotas