Customer Support Associate

Job Purpose The Customer Support / IRC (Incident Resolution Center) Associate is responsible for handling customer and driver inquiries, complaints, and incidents across multiple channels. The role ensures timely resolution of issues, adherence to SLAs, and a positive customer experience while maintaining operational continuity. Key Responsibilities Customer & Driver Support Respond to customer and driver inquiries via phone, WhatsApp, email, and ticketing systems. Provide accurate information on accounts, payments, contracts, app usage, and company policies. Handle complaints professionally and ensure satisfactory resolution within defined SLAs. Incident Resolution (IRC) Log, track, and manage incidents such as accidents, breakdowns, app issues, payment failures, or policy violations. Coordinate with internal teams (Operations, Training, Finance, Fleet, Sales) to resolve incidents. Escalate critical or unresolved incidents according to the escalation matrix. Ticketing & Case Management Create, update, and close support tickets with clear documentation and root-cause notes. Ensure all cases are accurately recorded in the CRM/helpdesk system. Follow up with customers and drivers until full resolution is confirmed. Compliance & Process Adherence Ensure all support interactions comply with company SOPs, safety guidelines, and regulatory requirements. Identify recurring issues and recommend process improvements to reduce incident volume. Support enforcement of company policies while maintaining a customer-first approach. Reporting & Insights Submit daily and weekly support and incident reports. Track key metrics such as response time, resolution time, and repeat incidents. Share insights on common issues, customer feedback, and operational risks. Requirements Required Qualifications & Experience Diploma or Bachelors degree in Business, Communications, or a related field (preferred). 13 years of experience in customer support, call center operations, or incident management. Experience in mobility, ride-hailing, fin tech, or asset-based businesses is an advantage. Strong verbal and written communication skills. Comfortable using CRM, Zoho, and messaging platforms. Key Competencies Strong problem-solving and decision-making skills Calm under pressure and able to manage high-volume support Empathy and customer-centric mindset Attention to detail and strong documentation skills Ability to follow SOPs and escalation processes Benefits Competitive monthly salary. Skill development in CRM systems, incident management and reporting tools. Work with a mission driven team focused on sustainability and clean mobility. Continuous training on customer service, incident resolution and SOPS.

1-3 years