Customer Service (Night Shift)

Role Purpose: To provide real-time English-speaking support for foreign passengers facing challenges during day and nighttime boarding and communication with bus drivers, with the additional task to do customer feedback survey collection.

Key Responsibilities:

- Support foreign customers and bus operators' communication during night boarding schedules.

- Handle urgent support calls and live issues during night hours

- Troubleshoot boarding and location-related concerns

- Maintain accurate case logs for night incidents

- Contact customers after travel for feedback collection, record, and categorize feedback into the system

- Identify recurring customer issues and share insights with CS Department

- Support customer communication during peak travel hours and other ad hoc tasks

Schedule: Shift-based to cover 7-day operations (rotational)

5 days working & 2 days off

Day Shift: 9:30 AM - 6:30 PM (include rest)

Night Shift: 10 PM - 7 AM (include flexible short break) - maximum night shift are 4 days/ week, the rest is day shift.

- Diploma or Bachelor's degree in any field

- 1-4 year experience in call center environment

- Strong English communication skills (mandatory)

- Prior experience in customer support or hospitality preferred

- Comfortable working night and weekend shifts

- Solution-oriented under pressure

- Good problem-solving and coordination skills

- Cultural sensitivity in handling foreign customers

- Able to work in shift