ROLE POSITIONING AND OBJECTIVES
We are looking for a Rider Service Specialist to manage various aspects of rider support, including email communication, outbound service recovery calls, document verification, and wallet adjustments. You will serve as the first point of contact for rider inquiries, ensuring timely, accurate, and professional support across multiple rider touchpoints. Your role is critical in maintaining operational excellence, policy compliance, and high satisfaction within the rider community.
WHAT YOU WILL OWN:
● Manage Rider Enquiries via Non-Live Channels
● Handle incoming rider queries via email promptly and accurately.
● Handle and manage Rider Escalations from L1.
● Ensure timely and professional responses to address concerns and resolve issues.
● Address inquiries related to rider performance, including delivery metrics, quality ratings, and operational feedback.
● Process adjustments to rider wallets (e.g., credit/debit transactions) based on internal approvals and policy guidelines.
● Support investigations related to rider suspensions or restrictions due to performance or compliance breaches.
● Follow standard operating procedures to document and action cases appropriately.
● Accurately update rider interactions and case notes into internal CRM tools.
● Ensure data integrity across rider systems and reports.