Customer Service Coordinator

We are seeking a Customer Service Coordinator to provide real-time passenger support, manage incident response, and guide onboarding for autonomous vehicle riders. This role ensures safety, comfort, and confidence by resolving passenger concerns, coordinating emergency protocols, and capturing feedback to continuously improve the overall journey experience.

Key Responsibilities:

• Deliver live help to passengers through hotline and ticketing channels.
• Address concerns calmly, including routing issues, delays, boarding confusion, or unfamiliarity with autonomous vehicle systems.
• Provide clear communication and reassurance during stops, route adjustments, or unexpected events.
• Oversee pre-ride and post-ride support, ensuring timely follow-ups on passenger tickets.
• Serve as the first point of contact for passengers during live autonomous rides via in-vehicle audio.
• Handle sensitive or safety-related situations such as vehicle halts, minor collisions, or passenger discomfort.
• Implement emergency protocols, coordinating communication between passengers, internal safety teams, and local emergency services when required.
• Escalate issues to roadside assistance or control center teams as needed.
• Conduct empathetic and professional post-incident follow-ups, ensuring thorough documentation and passenger care.
• Collect and report passenger feedback, identifying patterns of confusion and usability challenges to inform product and operations teams.
• Contribute to journey mapping, quality assurance testing, and ride simulations to enhance the overall experience.
• Recommend improvements to processes, scripts, or features to elevate service quality.
• Guide first-time passengers through ride expectations, safety features, and app-based interactions (e.g., seatbelt use, emergency button, in-ride communication).
• Maintain and update FAQs and onboarding materials to build passenger confidence.
• Conduct onboarding sessions, virtually or in person, tailored for high-touch groups such as elderly riders or those with accessibility needs.

Requirements:

• Bachelor’s degree or diploma in a relevant field.
• At least 1 year of experience in customer-facing support roles, ideally within service or mobility industries.
• Proficiency in Google Docs, Sheets, and Slides for daily operations and reporting.
• Experience with customer support platforms such as D365, Slack, Jira, or Zendesk.
• Background in passenger support within public transport, aviation, hospitality, or ride-hailing sectors is advantageous.

Interested candidates may apply through the application system or send it to sg-•••••••••••••@morganmckinley.com. Shortlisted candidates will be notified.

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EA Registration No. R1110345