Position: Support Staff

Job Description

Job Title: Support Staff

Position: Full-Time 

About the company

ZAPP, founded in July 2020, is a technology-driven company that revolutionizes urban logistics through the TOOTlE app. Our platform enables ride-sharing services aiming to make daily commutes easier and more accessible for everyone. Swift & on-demand package delivery with just a tap of a button, connecting thousands of users across the city. 

Our mission is to simplify logistics, mobility, and e-commerce solutions through innovation, making them more user-friendly, reliable, convenient, and secure. By doing so, we aim to enhance the lives of our customers while creating new opportunities for our rider & delivery riders. We strive to build a seamless, interconnected ecosystem that benefits all stakeholders – from customers, riders & delivery riders to businesses and communities – fostering growth, efficiency & sustainability.

Why work with us:

• Opportunities for career growth and development with hands-on experience.
• A collaborative and innovative work environment.
• Employee discounts on our ride-sharing and delivery services.

Job Overview:

We are looking for a motivated individual to join our team as Support Staff. In this role, you will be the primary point of contact for both our customers and Tootle riders. Your responsibilities will include providing support, resolving issues, facilitating onboarding, and offering training to ensure a seamless experience for all users.

Responsibilities and Duties

Rider Interaction:

• Identify and engage potential riders, supporting them through the onboarding process and provide comprehensive training to riders on using our app for ride-sharing and delivery services.
• Serve as the primary contact for Tootle riders, addressing inquiries and resolving issues to maintain strong, collaborative relationships.
• Monitor and ensure smooth communication between riders and the support team.
• Cultivate strong relationships with existing riders, ensuring regular communication and collaboration.
• Conduct field visits as needed to acquire new riders, providing face-to-face support and convincing them to join and utilize Tootle's services.
• Provide timely and accurate responses to rider inquiries and concerns through various communication channels such as email, chat, and phone.
• Resolve rider issues and complaints, ensuring a high level of satisfaction and problem resolution.
• Stay up-to-date with Tootle's policies and procedures to effectively address rider inquiries and concerns, including fare adjustments, account issues, and safety concerns.
• Maintain detailed records of rider interactions and issues, including documenting feedback and escalations. 
• Collaborate with cross-functional teams on rider acquisition
• Assist the team in registering rider for Tootle using our Dashboard

Customer Interaction:

• Respond to customer inquiries via phone, email, and social media promptly and professionally.
• Provide accurate information regarding services and company policies.
• Resolve customer concerns efficiently, and handle escalating issues when necessary.
• Document customer interactions and feedback for continuous improvement.

Technical Support:

• Assist customers and riders with troubleshooting and technical issues related to our services.
• Collaborate with the technical team to ensure prompt resolution of their problems.

Order & Rider Management:

• Oversee customer orders and ride requests, ensuring timely and accurate delivery.
• Coordinate with internal departments to manage ride-sharing and order-related issues, ensuring smooth operations.

Documentation:

• Maintain detailed and accurate records of all customer and rider interactions, including issues, resolutions, and feedback, using our internal CRM and support systems.
• Generate daily, weekly, and monthly reports on common issues, customer feedback, and service performance, highlighting key trends and areas for improvement.
• Submit daily reports to the Supervisor, summarizing significant interactions, escalated cases, and unresolved issues requiring further attention.
• Collaborate with the Supervisor and other team members to review reports and develop strategies for improving customer and rider satisfaction.
• Ensure all documentation complies with company policies and data protection regulations.
• Regularly update and maintain knowledge base articles and FAQs based on recurring issues and new information to assist in quicker issue resolution.

Product Knowledge:

• Stay informed about our products and services to provide effective and accurate information to customers and riders 
• Participate in training sessions to enhance product knowledge.

Requirements:

• Bachelor's degree in relative field
• Proven experience of 2 years in customer or rider support or a related field.
• Excellent verbal and written communication skills in both English and Nepali.
• Ability to convey information to our customers and riders.
• Strong analytical and problem-solving skills to address customer/rider issues effectively.
• Ability to collaborate with cross-functional teams and contribute to a positive work environment
• Flexibility to adapt to changing priorities and business needs.
• Demonstrated commitment to customer satisfaction and service excellence.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience to [email protected].

Zapp Services Pvt. Ltd. is an equal-opportunity employer, and we encourage candidates of all backgrounds to apply.