Support Centre Specialist Job at Peoplelink Consultants Ltd

Responsibilities

• Run day-to-day call centre operations managing customer bookings originating from the mobile application, web portal, phone lines, and email.
• Take full ownership of key performance indicators, including call answer rates, response times, ticketing accuracy, and overall customer satisfaction (CSAT).
• Actively oversee the JKIA airport desk operations to guarantee punctual, smooth, and well-coordinated passenger pickups and premium meet-and-greet services.
• Supervise and coordinate shift leaders and frontline agents, fostering a culture of accountability and high performance.
• Manage the ticketing and customer escalation process, resolving complex service issues swiftly while implementing measures to prevent recurrence.
• Maintain strict data integrity within the dispatch systems, ensuring all customer bookings are logged accurately and dispatched to drivers correctly.
• Partner closely with the Operations Manager and driver teams to dynamically match customer demand with fleet availability and optimized dispatch routing.

Requirements

• 4-5 years of progressive experience within a call centre, customer service, or fast-paced operations environment.
• Proven experience directly supervising, coaching, or coordinating a front-line, customer-facing team.
• Direct experience in transport, logistics, aviation, hospitality, or a highly demanding service environment is heavily advantaged.
• Comfortable working with service metrics, performance reporting, and digital dispatch software.
• Direct experience utilizing Zoho systems is a distinct plus.
• Exceptional planning and rostering skills, with the ability to structure front-line workflows and hold staff to exceptionally high service standards.
• A calm, confident, and customer-obsessed demeanor when handling high-volume shifts or unexpected service disruptions.
• Strong analytical skills to diagnose dispatch bottlenecks, handle customer grievances, and streamline operational efficiency.