CORE RESPONSIBILITIES
· Support the Management team to develop and adhere to policy and procedures of delivery business
· Conduct business reviews with clients and identify business opportunities and business relationships which result in the achievement of increased revenue, profitability and market share. Develops new business by identifying potential new customers, conducting background research on potential customers
· Provide excellent service and support in order to build strong relationships and resolve operational issues between Vendor and company.
· Monitoring and supervising productivity of the team, work standards and service levels through weekly, monthly, quarterly performance reviews and other initiatives.
· Responsible for resolution of Incident Management Cases, Customer Complaints, Vendor Complaints and other complaints (internally/externally) raised via different communication channels
· Resolve Cash Collection Issues with relevant stakeholders (Internal/External).
· Conduct audits and site visits to resolve the issues raised through complaints received
· Monitor, Control and Improve Customer/Vendor Contact KPI related to Rider Reasons.
· Improve relationships and experience between riders, vendors, and customers by being the customer service champion for all internal/external stakeholders. Oversee and improve Rider appearance, Delivery Experience and Professionalism ensure an action plan has been developed and executed.