Customer Support Executive (CSE)

Key Responsibilities

• Customer Registration Support: Assist customers with online VEP registration, including account creation, document uploads, appointment scheduling, and application status inquiries.

• Walk-in Customer Handling: Attend to walk-in customers at the VEP Collection Centre, verify supporting documents, and provide end-to-end assistance throughout the registration and collection process.

• RFID Tag Collection Assistance: Support customers with RFID tag collection procedures, tag issuance, installation guidance, activation processes, and post-installation inquiries.

• Customer Enquiries Management: Handle inbound calls, emails, and walk-in enquiries related to VEP registration, account management, vehicle information updates, and compliance requirements.

• Road Charge & Payment Support: Respond to customer enquiries regarding Road Charge (RC) payments, payment methods, transaction status, exemptions, and validity periods.

• Technical Troubleshooting: Assist customers with portal access issues, login failures, application submission errors, system navigation, and RFID-related concerns.

• Escalation Management: Identify, document, and escalate unresolved technical, operational, or customer service issues to the appropriate departments within established turnaround times.

• Data Entry & Record Management: Accurately maintain customer records, service requests, appointment details, and case updates within the CRM system and relevant databases.

• Queue & Appointment Coordination: Manage customer appointments and walk-in traffic efficiently to ensure smooth daily operations and minimise waiting times.

• Compliance & Service Level Adherence: Ensure all customer interactions are handled in accordance with established SOPs, Service Level Agreements (SLAs), and regulatory requirements.

• Customer Education & Awareness: Educate customers on VEP requirements, registration procedures, RFID usage, renewal processes, and compliance obligations to improve customer understanding and satisfaction.

• Reporting & Continuous Improvement: Gather customer feedback, identify recurring issues or process gaps, prepare basic operational reports, and provide recommendations to improve service delivery and customer experience.