User Champion

Published

About the Company 

RushOwl develops an AI-driven Mobility-as-a-Service(MaaS) platform for public transportation and logistics players, but we are looking to create our own digitized transportation network as well!

We are on a mission to create a digitized transportation ecosystem where personalized transportation can be unlocked for the people, by the people within our RushOwl suite of products, ranging from direct B2C ride-sharing services to B2B Corporate Mobility Schemes. Our team spanning 3 countries (Singapore, Indonesia, and India) operates in an open, fast-paced environment where every team member is recognized for their skills and accomplishments, rather than their designations. 

About the Role 

As a User Champion, your primary goal is to support the Singapore Operations and the delivery of RushOwl’s Customer Support. 

You will be the behind-the-scenes hero who is always seeking to make things efficient & convenient for others. You thrive in a fast-paced work setting and are open to communicating with all stakeholders across our passenger-driver ecosystem. You are always keen to hear from customers to see how their concerns/query can be resolved. 

You are confident in building and maintaining a brand that our passengers trust and love. You have strong evidence of strong leadership and task management skills. 

Your Main Responsibilities are, but not limited to:

Operations

  • Manage operational requests such as planning and assigned drivers
  • Attend to customer’s requests such as trip creations, adjustments and etc
  • First point of contact for all customers and logging the relevant reports
  • Ensuring that key operational targets are met

Customer Service

  • Exception handling, problem resolution and continuous improvement.
  • Meet all call and email turnaround times as required to ensure high customer satisfaction level.
  • Expediently handles all customer interactions.
  • Work with various departments, including shared services centres to promptly resolve customer needs and issues to meet/exceed service deliveries.
  • Manage accounts based on customer facing activities, working closely with the Operations team
  • Assist driver partners on their servicing and maintenance requests

A User Champion’s role is to support the User Champion Lead to manage our customers to effectively execute and achieve customer satisfaction via End to End process. Equipped with a good knowledge of the company’s systems, processes and policies, the User Champion owns and takes a leading role in customer management processes. As an integral part of Sales, Documentation and Operation interface, the role provides the customers with an efficient one-point contact - he/she will manage customers’ enquiries involving bookings, or operations issues, actively engage and ensure the seamless flow of RushOwl day to day operations. He/she is expected to deliver customer requirements accurately and timely while ensuring customer satisfaction. He/she will take ownership to enhance work efficiencies by continuously improving work processes and enhancing customer satisfaction. He/She takes the lead in liaising with appropriate internal and external parties to promptly resolve issues or to provide the needed information.

Our Ideal Candidate 

We’d love to chat with you if you meet the following criteria: 

Personality

  • Independent, Data-Driven & Self-Starter: You will need to coordinate multiple projects concurrently, completing your tasks dutifully with minimal supervision time efficiently. 
  • Open and Articulate: You will need to provide live, sincere feedback to the management team. 
  • Humble and Receptive: You will need to be receptive to feedback and be able to learn from the points given. 
  • Creative Thinker: You are an out-of-box thinker, who is able to find creative solutions for issues.

 

Skillset 

  • Strong Communication: You will need to communicate clearly and effectively with our team and external parties. 
  • Good Command of English: You will be answering live support queries and other avenues where queries are raised. 
  • Great Team Player: You will be handing over your ongoing tasks to another teammate upon shift completion, and you love to ensure there is smooth communication throughout.

 

Minimum Requirements:

  • We do not care about your GPA or grades, as long as you have a good command of english that is on par with the Singapore standard.
  • Preferably minimally a Diploma Holder in any discipline with at least 1 year working experience in customer service
  • Good communication and presentation skills;
  • Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous
  • Meticulous and service-oriented;
  • Good interpersonal skills;
  • Analytical, independent and team player
  • Humble and willing to learn 
  • Performance driven

 

How do we take care of you? 

  1. Mentorship, Training, and Regular Feedback(s)
  2. Your insights and suggestions will be heard (be it a small iteration or an entire business flow) 
  3. Paid Leaves

 

Other Important Information

  • Salary: 5.5 to 6 Mil Rupiah
  • This is a Full-Time Role, applicable to those in Indonesia. 
  • You will be working remotely from Indonesia. 
  • You will report directly to the User Champion Leads of RushOwl. 
  • Working Schedule: 4 working days per week; Shift Basis (AM/PM)