Customer Care Executive

Tailor Your Resume for this Job

Key Responsibilities:

• Actively monitor all Dispatch boards for current and future orders, confirmations, begin and end chauffeur routes, update orders with deviations or service concerns, send emails to Management, answer inbound calls when necessary, review chauffeur assignments and in-route status, follow through for all aspects or open orders while on duty or possible service issues.
• Ensures locations by utilizing limo anywhere , text msg , Fleetmatics GPS, all available communication tools and reporting any service deviations to Management, Fleet Manager or IT. Additionally, report any unsafe driving witnessed on GPS to management and chauffeur department.
• Work with Affiliates in booking, assigning, follow through, confirm, report service concerns as with any active order.
• Responsible for all service deviation notifications that need to be sent during their shift including updates to Management, Chauffeur Dept and Fleet.
• Acquire a detailed knowledge of every aspect of dispatch stations, airport, base, and bus along with exceptional ability to dispatch every station.
• Monitors all operating functions to ensure maximum efficiency and coordinates customer service, dispatch, fleet, and driver resources.
• Learn contingency plans to cover emergency situations, vehicle breakdowns i.e. power outage, weather, building disruptions, phone outage, etc.
• Is aware of daily inventory of keys and vehicle documentation.
• Educate and develop a comprehensive understanding of all aspects of our different clients' needs and requests.
• May be called upon to plan out and assign the board assuring enough coverage for both the airport and base.
• Pre-assign VIP or affiliate trips using qualified chauffeurs.
• Watch for busy times when farmouts may be needed and secure them.
• Stage cars I areas where our clients are likely to call for how soon trips.
• Plan ahead looking for busy hours in certain areas or out of area trips.
• Check for special requests and assure the assigned chauffeurs are meeting the request.
• Use their knowledge of bookings and the chauffeur daily activity for fair scheduling.
• Take charge of service issues including sending them out to management with complete notes and details. To the best of your ability handle service issue with the client at time of occurrence, using best judgement to offer discounts to close out the service issue.
• Work with other departments to resolve, get answers to questions that will allow us to close our or avoid service issues.
• When time allows; review next day orders; morning orders, covering new requests and scheduling more chauffeurs when necessary.
• Check in chauffeurs one hour before their pickup, continue to follow up until confirmed.
• Be aware and share with co-workers any upcoming orders that need to be assigned or have special requests such as customer request for beverages or snacks, Car Seats, ADA vehicle, etc.
• Monitor and communicate with Chauffeurs to determine the time frame for going back to an airport.
• Monitor Communications including ring central and VMDT messages in communicating with chauffeurs who are on the base side and to assist in answering the chauffeurs.
• Add notes to orders for wait time or extra stop along with getting the approval when needed. Close out orders with proper notes and any billing deviations.
• Be prepared to make on the spot sound decisions consistently, sometimes in a high-pressure situation.
• Proactively report all possible or reported service issues to Management.

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 1 year (Required)
• total work: 1 year (Required)
• Customer service: 1 year (Required)

Language:

• only English (Required)
• English (Required)

Work Location: In person