Customer Support

Employment Type: 12-Month Contract (Renewable based on performance & business needs)

Working Hours

• 8:00 AM – 5:00 PM
• 5 working days per week
• Saturday & Sunday are mandatory working days
• Two weekday off days (assigned by management)

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About the Role

We are looking for a highly motivated Driver Support Specialist to join Driver Operations team. You will play a critical role in onboarding new delivery partners, managing activation activities, supporting partners face-to-face, and ensuring a smooth onboarding experience.

If you enjoy interacting with people, working towards daily targets, and thrive in a fast-paced environment, we'd love to hear from you.

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Key Responsibilities

Driver Partner Activation

• Conduct outbound calls and SMS follow-ups to prospective delivery partners.
• Convert leads into activated driver partners.

Onboarding Operations

• Manage physical onboarding counters.
• Verify documents.
• Process payments.
• Activate partner accounts.
• Manage onboarding inventory and equipment.

KPI Achievement

• Meet daily activation targets.
• Support weekend onboarding campaigns.
• Maintain operational productivity.

Partner Success

• Monitor newly activated partners.
• Ensure first delivery is completed within 7 days.
• Follow up on inactive partners.

Customer Support

• Handle face-to-face driver enquiries.
• Resolve onboarding issues professionally.
• Deliver excellent customer service.

Cross-functional Support

• Work closely with Driver Acquisition teams.
• Support community engagement events.
• Identify process improvements.
• Assist with ad hoc operational tasks.

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Requirements

Must Have

• Bachelor's Degree

• Minimum 1 year experience in:

  • Customer Service
  • Retail
  • Operations
  • Telemarketing
  • Inside Sales

• Fluent in English and Bahasa Malaysia

• Comfortable with outbound calling

• Comfortable achieving daily KPIs

• Basic Microsoft Excel, Google Docs & PowerPoint knowledge

• Willing to work weekends

Nice to Have

• Mandarin or Tamil speaking
• Experience handling difficult customers
• Familiar with AI tools (ChatGPT, Gemini, Claude)