Drivers' Relations Executive

Responsible for managing driver relationships and enquiries across Taxi, CRAC, and Virtual Fleet, ensuring efficient issue resolution, accurate documentation, and smooth daily operations.

Key Responsibilities

1. Driver Support

• Handle driver enquiries via walk-in, calls, and email

• Support onboarding/offboarding, vehicle matters, rentals, and policies

• Build strong driver relationships and resolve issues promptly

2. Frontline Operations

• Manage walk-in counter and inbound calls professionally

• Ensure efficient queue handling and timely service

• Record all interactions in internal systems

3. Administration

• Respond to emails within SLA

• Maintain accurate driver records and documentation

4. Reporting

• Prepare regular reports on enquiries, issues, and trends

• Analyse data to identify improvements

5. Compliance

• Ensure adherence to company policies and procedures

• Support audits and stay updated on policy changes

6. Coordination

• Work with internal teams (operations, fleet, finance, customer service)

• Support campaigns and driver-related initiatives

7. Team Support

• Guide and mentor junior staff

• Allocate tasks and ensure service standards are met

8. Ad-hoc Duties

• Support projects, system changes, and process improvements as assigned

Key Requirements:

• Customer service & communication

• Problem-solving & multitasking

• Data reporting & attention to detail

• Team leadership & collaboration