Operations Support Specialist

We are looking for a Operations Support Specialist to join our team and support our sales team to ensure our organization reaches the sales goals each year. The Operations Support Specialist's primary responsibility is to manage and provide support to all aspects of the Business to Business (B2B) sales process and customer.

Key Responsibilities

• Conduct outbound calls to potential drivers and bikers to increase fleet acquisition and retention rates.
• Vet leads by categorizing them into warm and cold prospects, ensuring optimal follow-up strategies.
• Onboard drivers/bikers, providing essential training on the app, order delivery procedures, and package handling.
• Perform cold calling to potential leads, explaining company services and benefits, and addressing any initial concerns to onboard new drivers.
• Provide telephone support to SnappBox driver users, answering inquiries, resolving issues, and offering guidance to ensure smooth operations.
• I handle driver/biker inquiries about the app, service processes, and order handling, ensuring timely and effective resolution of concerns.
• Collect feedback from drivers and bikers, actively engaging in surveys to gauge satisfaction and identify areas for improvement.
• provide daily operational support to key accounts by addressing specific needs, resolving challenges, and ensuring consistent service delivery.
• Support the Customer Service team in managing driver-related queries or escalations, ensuring a seamless experience for both drivers and clients.
• Monitor driver/biker performance through consistent feedback and regular check-ins, ensuring that drivers meet operational standards.
• Implement quality control actions to address any performance gaps, improving overall driver satisfaction and service reliability.
• Work to continuously improve driver acquisition strategies, ensuring high-quality drivers are recruited and retained.
• Train new drivers and bikers on the proper use of the app, company policies, and operational procedures, ensuring all drivers are well-equipped to perform their roles.
• Ensure drivers and bikers are fully onboarded with all necessary tools and knowledge, helping them integrate smoothly into SnappBox’s operational flow.
• Actively gather insights from drivers through surveys and feedback, using this information to suggest improvements to internal processes and training.
• Maintain detailed records of all driver interactions, updating call histories in line with company policies and best practices.

Qualifications

• Familiarity with the principles of marketing and sales
• The possibility of providing at least an associate's degree
• The work is hybrid (face-to-face and remote work).

Benefits

• Transportation discount and voucher
• Organizational food discount
• Loans
• Learning budget
• Team Building Budget
• Wellness Budget
• Comprehensive health, dental, and vision insurance