Sc Cust Svc Associate
1 week ago
**Responsibilities**
**General**
- Deliver consistent services at the defined SLAs/KPIs and drive operational efficiency and continuous improvement
- Ensure a consistent and high level of customer service and operational excellence that will ensure all monitored events are resolved efficiently and in full compliance with relevant legal, company and process requirements
**Technical**
- Manage escalation and take ownership for ultimate violation resolution
- Ensure continuous and timely monitoring of driver monitoring equipment platform
- Communicate with fleet drivers, monitor their safety behavior and compliance to standards
- Escalate any safety violation according to the escalation matrix (4 levels) and act as per it’s classification and level
- Use current monitoring and reporting systems to live and proactive monitor drivers’ behaviours
- Monitor the driving systems operation and escalate any operational issues
- Record all driver violations and call to action performed as part of the service level agreement
- Monitor fleet hot line complaint system and validate reported complaints
**Qualifications**
- 0-1 year of experience in a call center or shared services environement
- Basic computer knowledge with ability to learn and work on different systems and apps.
- Flexible to work on shift basis and on rotational weekends.
- English Fluency
- Multi-tasking skills and ability to manage time effectively
- Reporting and analytics basics are required
- Commitment and compliance to high safety standards
- Service management and ticket management system experience is a plus
- Technical / Functional Skills & Knowledge of monitoring tools and Interface is a plus
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