SWAT Mobility – Night Service & Operations Executive (Solution Service)

As part of our expansion plans, we are looking for a Night Service Executive (Solution Service) Being a key player of a dynamic team, you play an important role ensuring operation and service success at night. You are an extremely reliable go-to person for Customers, Operators, Partners and Passengers who strives for service excellence.

 Responsibilities: 

• Ensure operation success for SWAT’s night and odd hour Transport Services
• Liaise with relevant stakeholders during new projects roll out and execute project plans
• Go-to person for passenger, drivers and operator onboarding and on site training
• Customer service - respond to passenger in-app feedbacks and queries
• Respond to project stakeholders queries, questions and issues
• Ensure SWAT Transportation services run smoothly and meet KPIs, including closely tracking driver, vendor and transport operations
• Propose and implement new process improvements, analytics and measurable KPIs to continuously enhance SWAT’s customer service and operations
• Complete operations reports
• Be on standby operations support as needed
• Other ad-hoc duties as assigned on a day to day basis

Qualifications

Other Information

Desired Skills:

• Dependability is everything. We’d trust you to work from home/anywhere as long the tasks are completed.
• This job is very hands on, candidate should be able to handle all issues at night himself/herself
• This job is not fully an office-bound position, candidates may need on occasions to travel to site according to project needs especially during new project launches
• Strong communication skills; confidence to speak with various stakeholders, clients, operators and passengers
• Independent – able to function in a new office with a small number of employees and self-driven to adapt to the changes of a start-up environment
• Able to operate in an autonomous environment with limited supervision and support
• Team player - able to pick up the slack to ensure the smooth running of operations, gets the job done
• Fast learner and technologically savvy, able to pick up new tools and tech-concepts quickly
• Cool-headed and patient, able to maintain professionalism during times of disputes and resolve issues calmly, even when under pressure
• Ability to prioritise, responsible and hands on when needed. This is relevant both on the operation side and on the customer-facing aspects. We are a lean team, at times, all hands are needed on deck!
• Passionate about customer success
• Quickly able to judge when escalations are required, but decisive to solve most issues independently
• Being familiar with Singapore road networks will be beneficial
• Being familiar with Transport & Logistics Operations will be beneficial but not essential
• Having prior customer service or hospitality experience will be an advantage
• Street smart and thinks fast on your feet

Shift Details:

• General Shift Timings will be to cover the night period and early morning period between: 2200hrs - 0900hrs. Handover meetings at usually 0900hrs.
• Off days and work days may be discussed.