Drivers' Relations Executive

Responsible for managing driver relationships and enquiries across Taxi, CRAC, and Virtual Fleet, ensuring efficient issue resolution, accurate documentation, and smooth daily operations.

Key Responsibilities 

1. Driver Support 

• Handle driver enquiries via walk-in, calls, and email 

• Support onboarding/offboarding, vehicle matters, rentals, and policies 

• Build strong driver relationships and resolve issues promptly 

2. Frontline Operations 

• Manage walk-in counter and inbound calls professionally 

• Ensure efficient queue handling and timely service 

• Record all interactions in internal systems 

3. Administration 

• Respond to emails within SLA 

• Maintain accurate driver records and documentation 

4. Reporting 

• Prepare regular reports on enquiries, issues, and trends 

• Analyse data to identify improvements 

5. Compliance 

• Ensure adherence to company policies and procedures 

• Support audits and stay updated on policy changes 

6. Coordination 

• Work with internal teams (operations, fleet, finance, customer service) 

• Support campaigns and driver-related initiatives 

7. Team Support 

• Guide and mentor junior staff 

• Allocate tasks and ensure service standards are met 

8. Ad-hoc Duties 

• Support projects, system changes, and process improvements as assigned 

Key Requirements:

• Customer service & communication 

• Problem-solving & multitasking 

• Data reporting & attention to detail 

• Team leadership & collaboration