Associate-Trip Management

Associate Trip Management-Anamnagar, Head office

Position Overview

Job Responsibilities

1

• Address customer inquiries regarding vehicle availability, pricing, and booking
  

• Help customers book vehicles over the phone if they face difficulties using the app or
  

• Resolve complaints related to delayed services, pricing issues, or driver behavior.
• Confirm bookings and ensure all necessary details (pickup/drop-off points, goods type,
  

• Call Handling
• Efficiently handling the Inbound and outbound calls maintaining the SLA.
• Document call details and update the system with relevant information.
• Provide accurate information and resolve customer inquiries effectively.
• Driver Coordination & Dispatching
• Communicate with drivers to assign trip efficiently.
• Ensure timely pickup and delivery of goods by tracking vehicle status.
• Assist drivers in case of route confusion, delays, or emergencies.
• Issue Resolution & Escalation
• Handle disputes between customers and drivers related to fares, delays, or service
  

• Escalate unresolved issues to higher management or relevant departments.
• Payment Support
• Guide customers and drivers regarding payment methods (cash, digital wallets, etc.).
• Address payment failures, refunds, or discrepancies in billing.
• Monitoring & Feedback Collection
• Gather customer feedback for service improvement.
• Report recurring issues to management for better service optimization.