Customer Support Staff

Responsibilities and Duties

Rider Interaction:

• Identify and engage potential riders, supporting them through the onboarding process and provide comprehensive training to riders on using our app for ride-sharing and delivery services.

• Serve as the primary contact for Tootle riders, addressing inquiries and resolving issues to maintain strong, collaborative relationships.

• Monitor and ensure smooth communication between riders and the support team.

• Cultivate strong relationships with existing riders, ensuring regular communication and collaboration.

• Conduct field visits as needed to acquire new riders, providing face-to-face support and convincing them to join and utilize Tootle's services.

• Provide timely and accurate responses to rider inquiries and concerns through various communication channels such as email, chat, and phone.

• Resolve rider issues and complaints, ensuring a high level of satisfaction and problem resolution.

• Stay up-to-date with Tootle's policies and procedures to effectively address rider inquiries and concerns, including fare adjustments, account issues, and safety concerns.

• Maintain detailed records of rider interactions and issues, including documenting feedback and escalations. 

• Collaborate with cross-functional teams on rider acquisition

• Assist the team in registering rider for Tootle using our Dashboard

Customer Interaction:

• Respond to customer inquiries via phone, email, and social media promptly and professionally.

• Provide accurate information regarding services and company policies.

• Resolve customer concerns efficiently, and handle escalating issues when necessary.

• Document customer interactions and feedback for continuous improvement.

Technical Support:

• Assist customers and riders with troubleshooting and technical issues related to our services.

• Collaborate with the technical team to ensure prompt resolution of their problems.

Order & Rider Management:

• Oversee customer orders and ride requests, ensuring timely and accurate delivery.

• Coordinate with internal departments to manage ride-sharing and order-related issues, ensuring smooth operations.

Documentation:

• Maintain detailed and accurate records of all customer and rider interactions, including issues, resolutions, and feedback, using our internal CRM and support systems.

• Generate daily, weekly, and monthly reports on common issues, customer feedback, and service performance, highlighting key trends and areas for improvement.

• Submit daily reports to the Supervisor, summarizing significant interactions, escalated cases, and unresolved issues requiring further attention.

• Collaborate with the Supervisor and other team members to review reports and develop strategies for improving customer and rider satisfaction.

• Ensure all documentation complies with company policies and data protection regulations.

• Regularly update and maintain knowledge base articles and FAQs based on recurring issues and new information to assist in quicker issue resolution.

Product Knowledge:

• Stay informed about our products and services to provide effective and accurate information to customers and riders 

• Participate in training sessions to enhance product knowledge.

Requirements:

• Bachelor's degree in relative field

• Proven experience of 2 years in customer or rider support or a related field.

• Excellent verbal and written communication skills in both English and Nepali.

• Ability to convey information to our customers and riders.

• Strong analytical and problem-solving skills to address customer/rider issues effectively.

• Ability to collaborate with cross-functional teams and contribute to a positive work environment

• Flexibility to adapt to changing priorities and business needs.

• Demonstrated commitment to customer satisfaction and service excellence.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience to hr@tootle.com.np.

Zapp Services Pvt. Ltd. is an equal-opportunity employer, and we encourage candidates of all backgrounds to apply.