Customer Service Executive - School Transportation - Sembawang

Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

This role requires a focus on delivering excellent customer service, managing inquiries efficiently, and ensuring a safe and positive transportation experience for students, customers, and school administrators.

1. Customers and School Communication

• Serve as the primary point of contact for customers and school administrators regarding transportation services
• Respond to customers’ inquiries about bus schedules, delays, and changes in pick-up/drop-off times
• Communicate buses arrival/dismissal delays through text message to customers
• Communicate buses arrival/dismissal delays through email to school administrators
• Communicate real-time updates, including delays, route adjustments, or changes in schedules due to weather, road conditions, or school events and work alongside with operations team
• Address any specific requests, such as changes in pick-up/drop-off locations or special transportation needs for students and work alongside with operations team
• Maintain a courteous, professional, and empathetic demeanor when communicating with customers and school staff

1. Complain Resolution

• Receive and handle complaints or concerns related to bus services, such as late arrivals, driver behavior, or student conduct issues. Timely response within the stipulated SLA and SOP
• Investigate complaints by coordinating with operations teams, bus drivers, bus monitors, and to understand the root cause before responding to families
• Offer timely and effective resolutions to parents and school administrators, ensuring follow-up actions are taken where necessary
• Maintain records of complaints and resolutions to track recurring issues and improve service quality

1. Service Information and Updates

• Provide customers and schools with accurate and up-to-date information on bus schedules, routes, and any changes to service
• Manage communication during emergency situations, such as accidents or breakdowns, ensuring customers and schools are informed promptly
• Assist with inquiries regarding safety protocols, seatbelt use, and other transportation-related questions

1. Coordination with Operations Team

• Liaise with the operations and route planning team to relay concerns or feedback from customers and schools regarding bus routes and service efficiency
• Ensure that the customer service team is informed of any route changes, delays, or operational updates, allowing for accurate communication with stakeholders (school administrators/parents)
• Work with the operations team to resolve issues such as missed stops or incorrect scheduling promptly

1. Student Safety and Behavior Reporting

• Receive reports of student safety concerns or inappropriate behavior on the bus, such as failure to use seatbelts, disruptive conduct, or bullying
• Communicate these concerns to parents, school administrators, and the operations team for further action
• Ensure that safety guidelines and protocols are communicated clearly to parents and that students understand the rules for safe conduct on the bus

1. Emergency Communication

• Coordinate and manage communication during emergency situations (e.g., accidents, severe weather, mechanical breakdowns)
• Provide clear instructions and updates to customers and schools on alternative transport arrangements or delays in service
• Ensure that emergency contact details are up-to-date and that parents receive timely information in urgent situations

1. Administrative Duties

• Maintain accurate records of all communications, including inquiries, complaints, resolutions, and updates
• Manage the customer service database to ensure all student, parent, and school information is current and accessible
• Assist with the preparation of service reports, tracking customer interactions, complaint trends, and overall service satisfaction
• Update and distribute information related to new routes, service policies, and any changes in operations to relevant parties

• A strong team player with excellent interpersonal skills, preferably someone who is able to speak fluent Mandarin
• Ability to work effectively both independently and as part of a team
• Proactive, collaborative with Problem-solving ability and conflict resolution skills
• Ability to work in a fast paced environment
• Organizational skills for tracking and managing customer inquiries
• Patience, empathy, and the ability to handle complaints with professionalism
• Tech-savvy individual with the ability to quickly learn and adapt to new technologies
• Familiarity with transportation management systems and CRM recording
• Basic knowledge of school transportation safety protocols and regulations is an advantage
• Min. 2 years of working experience of customer service related
• Education Qualification : Min. Diploma Studies
• MUST BE ABLE to start EARLY JULY 2025

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***

***Able to Speak in English and Mandarin only! (as need to liaise with Mandarin speaking clients)***