Job description
Draiver is an industry leading self-learning logistics platform that enables vehicle movement planning, coordination, and execution. We streamline management by connecting businesses to transport services and independent contract drivers, simplifying employment with quick and direct access to jobs and drivers, GPS routing and tracking, as well as providing digital documentation and payment options. Our all-in-one application provides you with the tools to better drive your business.
Main Responsibilities
Provide timely and effective assistance to customers, addressing inquires and resolving issues with a focus on customer satisfaction.
Manager customer interactions via various channels, including phone, email, and chat, maintaining a professional and helpful demeanor
Document and categorize customer inquiries and issues for analysis and improvement
Analyze key service performance indicators using Excel/Google Sheets for data-driven decision-making
Facilitate communication among different stakeholders, focusing on ticket resolution and proposing long-term solutions to minimize future incidents
Collaborate closely with the operations team to ensure efficient execution of SOPs
Adapt to changing scenarios with flexibility and creativity
Contribute to the development of automated support with cross-functional teams to ensure scalability
Identify trends in customer feedback and communicate insights to the broader team for continuous improvement
Contribute to the development and maintenance of a comprehensive knowledge base for customer support
Required skills and qualifications
Proficiency in English and/or Spanish
1 year of customer service experience in technology companies
Familiarity with KPIs and data-driven decision-making
Proficiency in Excel or Google Sheets
Graduated in higher education or actively pursuing a degree
Experience with service/support management tools
Excellent communication skills, demonstrating understanding and empathy towards drivers' concerns and needs
Customer orientation with a priority on ensuring a positive experience for drivers
Strong organizational skills, maintaining accurate records of driver interactions and issue resolutions
Problem-solving ability to identify and resolve issues quickly, often under pressure
Adaptability to varying demands and scenarios
Collaboration skills, working effectively with other teams, including software development and customer service
Mandatory requirements
- Demonstrated ability to empathize with drivers' concerns and provide effective solutions during customer interactions.
- Proficiency in Excel or Google Sheets for analyzing customer service performance metrics.
- Experience with service/support management tools to streamline customer interactions and documentation.
Desirable requirements
- Experience working independently while managing multiple priorities effectively in a fast-paced environment.
- Proven track record of collaborating with cross-functional teams to improve customer service processes.
- Familiarity with customer feedback analysis tools to identify trends and propose improvements.
About the company
We are seeking a dynamic Support Representative to join our team. As a Support Representative, you will play a crucial role in ensuring a seamless service for our partner drivers. Your responsibilities include facilitating smooth communication, categorizing tickets, and mediating interactions between drivers and customers. Your commitment to providing outstanding support, coupled with the ability to work independently, will be key to your success. Availability to work different shifts and schedules
Requires 1 year of customer service experience in technology companies, English and/or Spanish proficiency, Excel or Google Sheets, support tools, KPI familiarity, and a completed or ongoing higher education degree.
Key Responsibilities
- resolving issues
- documenting inquiries
- analyzing metrics
Skills & Tools
Microsoft Excel, Google Sheets
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Brazil
- Languages: English, Spanish
About Draiver
A logistics platform that coordinates vehicle movement by connecting businesses with transport services and independent drivers. — Industry: Transportation and Logistics