Description

We are seeking a highly motivated and customer-focused Junior Ride-hailing Support Specialist to join our dynamic team. In this role, you will be at the forefront of ensuring a seamless and positive experience for both riders and drivers using our innovative ride-hailing product. Embracing our 'go tech' philosophy, you will work with cutting-edge solutions, directly contributing to the reliability and efficiency of our platform. Our 'grow together' culture means you will be part of a collaborative environment, with ample opportunities for learning, professional development, and career advancement.

Key Responsibilities:

* Provide first-line support to users (riders and drivers) via multiple channels including email, chat, and phone, addressing inquiries and resolving issues promptly and efficiently.

* Troubleshoot common technical and operational problems related to app functionality, booking processes, payment systems, and general service queries.

* Accurately document all interactions, resolutions, and escalated issues in our support systems.

* Collaborate closely with senior support specialists and product teams to escalate complex technical problems and contribute to continuous product improvement.

* Educate users on product features and best practices to enhance their overall experience.

* Monitor service performance and identify recurring issues to help inform future product and service enhancements.

* Adhere to service level agreements (SLAs) to ensure high standards of customer satisfaction.

Requirements:

• Basic knowledge of computer hardware and software.

• Good communication and interpersonal skills.

• Ability to work in a team and support colleagues.

• Willingness to learn and develop professional skills.

• At least 1 year of experience in customer support or a related field (preferable but not mandatory).

• Fluency in English and Urdu languages .