Senior Solution Center Agent

About Us

Volt Lines is a technology-powered mobility platform aiming to solve urban mobility problems. We view empty seats in traffic as both the cause of the problem and its solution. There are more than 50,000 buses in Istanbul operating at 9% efficiency and we want to solve this problem. Making shuttle buses smarter, more efficient, and dynamic, we create an alternative transportation network that can replace even car ownership. Companies and other institutions can benefit from the Volt Lines transportation network for the daily commute needs of their staff.

We are looking for Senior Solution Center Agent to help us build and deploy forward-thinking solutions for the future of transportation.

Responsibilities:

• Customer Management
• Update passenger records on the platform based on customer requests (adding/removing passengers).
• Organize and record service time and route changes.
• Resolve day-to-day passenger and shuttle-related issues quickly and effectively.
• Record and categorize complaints using the internal ticketing system.
• Coordinate with relevant teams to develop and execute resolution plans.
• Follow up with customers to confirm satisfaction and closure.
• Analyze recurring complaints and recommend process improvements.
• Driver Management
• Conduct orientation training for newly onboarded drivers.
• Forward driver/vendor inquiries and complaints from the call center to relevant teams.
• Deliver refresher training for existing drivers when necessary.
• Sales Support
• Make outbound calls to potential clients to introduce Volt Lines' products and services.
• Analyze customer needs during conversations and refer qualified leads to the sales team.
• Log all call details and interactions in the CRM system.
• Help organize potential sales meetings.

• 4-5 years of professional experience in customer service, operations, or a related field
• Proven ability to manage customer inquiries, complaints, and service processes efficiently
• Strong interpersonal and communication skills, both written and verbal
• Experience in working cross-functionally with operations, sales, and support teams
• Ability to handle multiple tasks in a fast-paced, dynamic environment
• Familiarity with CRM tools and ticket management systems