Operations Support Specialist  

Job Description

• Be the main point of contact for customers and drivers for operations monitoring and status after business hours (i.e., from 7pm to 7am AEDT)
• Monitor actual vehicle and freight movement and check against planned movement and arrival times
• Accept and make calls to/from drivers as well as to/from customers and apply protocols and escalation procedures to address incidents and issues occurring during vehicle and freight movement
• Ensure compliance with company SOPs at the start, during, and at the end of each delivery trip
• Provide related recordkeeping and administrative support to above tasks

Qualifications

• At least 2 years of commercial experience in customer service, technical support, or related business process outsourcing roles
• Experience in inbound and outbound calls handling with international clients and stakeholders
• Experience in the application of SOPs and protocols in handling incidents, issues, and escalations
• Experience in customer or operations support for a technical industry is an advantage
• Smart, can work independently and with a team, highly reliable, confident and assertive
• Excellent oral and written English
• Can work under pressure
• Available to work from 4pm to 4am PHT from M-F
• Has suitable infrastructure/setup for remote work (min 100mbps, ping > 10ms, appropriate workspace with no distractions and soundproofing)