job description
Join STACKph as a Customer Experience Associate specializing in Ride Hailing Support and become part of a dynamic team dedicated to delivering exceptional service to drivers and riders in the fast-paced world of on-demand transportation.
Based in the vibrant locations of Bali, Indonesia (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll play a pivotal role in resolving inquiries, optimizing user experiences, and ensuring seamless operations for one of the leading ride-hailing platforms. This is a 100% virtual, fast-track hiring process—no lengthy wait times, just a straightforward path to a rewarding career.
With a competitive monthly salary package of IDR 10M–12M, this full-time role offers stability, growth opportunities, and the chance to work in a collaborative, high-energy environment. Whether you’re a seasoned customer service professional or looking to break into the tech-driven mobility sector, this position is your gateway to making an impact.
Responsibility
- Provide real-time support to drivers and riders via phone, chat, and email, addressing concerns such as booking issues, payment discrepancies, and account verifications.
- Investigate and resolve escalated complaints with empathy and efficiency, ensuring customer satisfaction and retention.
- Collaborate with cross-functional teams to identify trends in user feedback and recommend process improvements.
- Maintain accurate records of all interactions and transactions in the CRM system for auditing and reporting.
- Educate users on platform features, promotions, and policies to enhance their overall experience.
- Meet and exceed performance metrics such as response time, resolution rate, and customer satisfaction scores.
- Stay updated on industry trends and competitor offerings to provide informed support.
- Participate in training sessions to refine communication skills and product knowledge.
Qualifications
- Minimum 1 year of experience in customer service, call center operations, or a related field (ride-hailing or tech support is a plus).
- Excellent written and verbal communication skills in English; additional languages are advantageous.
- Strong problem-solving abilities with a customer-first mindset.
- Proficiency in CRM tools, Microsoft Office, and basic data entry.
- Ability to work in shifts, including weekends and holidays, to support 24/7 operations.
- High school diploma or equivalent; bachelor’s degree is preferred but not required.
- Familiarity with ride-hailing apps (e.g., Grab, Gojek) as a user or support agent.
- Adaptability and resilience in a fast-paced, target-driven environment.