Job Summary

The Elite Job is seeking a dedicated and customer-focused Customer Experience Agent to join our growing support team for a leading ride-hailing application. As the first point of contact for riders and drivers, you will play a critical role in ensuring seamless interactions, resolving inquiries, and delivering world-class support. This role requires empathy, problem-solving skills, and the ability to work in a fast-paced environment while maintaining professionalism and efficiency.

Key Responsibilities

• Respond promptly to customer inquiries via chat, email, and phone with professionalism and empathy.

• Troubleshoot and resolve issues related to ride bookings, payments, cancellations, and app usage.

• Provide clear guidance and instructions to riders and drivers on app functionality and policies.

• Escalate complex cases to senior support teams when necessary, ensuring timely follow-up and resolution.

• Document customer interactions, feedback, and recurring issues to support continuous improvement.

• Collaborate with internal departments to improve processes, enhance user experience, and strengthen trust in the platform.

• Uphold brand values by maintaining a high standard of customer service at all times.

Required Skills and Qualifications

• Strong written and verbal communication skills in English.

• Excellent interpersonal and problem-solving abilities.

• Proficiency with computers, mobile applications, and CRM systems.

• Ability to multitask and manage time effectively in a high-volume support environment.

• Customer-first mindset with a positive and professional attitude.

• Flexibility to adapt to changing processes, tools, and customer needs.

Experience

• Minimum of 1–2 years of experience in customer service, preferably within the tech, mobility, or e-commerce sector.

• Experience in handling customer inquiries via multiple channels (chat, email, phone) is highly desirable.

Working Hours

• Full-time position with shift-based schedules to cover customer demand (including evenings, weekends, and public holidays).

• Flexibility to work in a 24/7 support environment.

Knowledge, Skills, and Abilities

• Strong knowledge of mobile applications and digital platforms.

• Ability to remain calm and solution-oriented under pressure.

• Cultural awareness and sensitivity when dealing with diverse customer bases.

• Strong attention to detail and accuracy in data entry and communication.

• Team-oriented mindset with the ability to work independently when required.

Benefits

• Competitive salary and performance-based incentives.

• Health and wellness benefits package.

• Paid training and ongoing career development opportunities.

• Access to employee discounts and partner offers.

• Opportunity to work in a dynamic, fast-growing industry.

Why Join The Elite Job?

At The Elite Job, we believe in empowering people by connecting them with opportunities that enhance their professional growth. By joining our customer experience team, you will be at the forefront of shaping how riders and drivers engage with one of the most innovative ride-hailing apps in the market. You will be part of a collaborative, supportive, and inclusive workplace where your voice matters and your contributions are recognized.

How to Apply

If you are passionate about customer service and eager to make a meaningful impact in the ride-hailing industry, we would love to hear from you. Please submit your updated resume and a brief cover letter outlining your relevant experience to us.