Customer Support

• Develop and execute strategies that deliver seamless, customer-centric experiences across all Mobility retail outlet service touchpoints
• Ensure seamless end-to-end motorbike onboarding across retail outlets
• Proactively identify and address customer needs and maintain consistent service standards
• Use customer feedback to drive continuous improvement and monitor CSAT and NPS metrics
• Leverage data insights, process innovation, and cross-functional collaboration with IT, marketing, product, and sales
• Design, test, and document new processes to improve onboarding and service delivery
• Develop and deliver comprehensive staff training programs on retail customer service best practices and product knowledge
• Establish and monitor Service Level Agreements (SLAs) to ensure timely customer query resolution
• Analyze customer feedback and generate actionable reports for leadership decision-making
• Oversee budget preparation, vendor payments, and financial operations related to Mobility retail functions
• Build and maintain strong vendor relationships
• Report to the General Manager and lead a team of Mobility Customer Experience Officers and Mobility Field Service Officers

Customer Experience Manager, eMobility

Customer Service Assistant

Customer Service Representative, French Speaker

Customer Care Representative – Payments and Chats