Drivers' Relations Officer

Job Responsibilities:

• Serve as the primary point of contact for drivers through various channels, including hotline, walk-ins, email, and digital platforms.
• Provide accurate and timely advice to drivers on operational procedures, company policies, schemes, incentives, licensing matters, and general enquiries.
• Manage and resolve driver feedback, complaints, service requests, and operational concerns, ensuring timely follow-up and closure.
• Build positive relationships with drivers through regular engagement and maintain a high standard of customer service.
• Coordinate with internal departments and external stakeholders to facilitate the resolution of driver related matters.
• Monitor outstanding cases and proactively follow up to ensure timely resolution and communication to drivers.
• Generate reports, statistics, and management updates relating to driver feedback, enquiries, engagement activities, and operational trends.
• Provide guidance and on-the-job coaching to junior officers when required.
• Support departmental projects, policy implementation, and operational initiatives assigned by Management.
• Undertake any other duties and responsibilities assigned by the Department Supervisor or Management

Job Requirements

• Minimum GCE 'O' Level, NITEC, Higher NITEC or Diploma preferred.
• At least 2 years of working experience in service-related industries, preferably in frontline, customer service, or client-facing roles.
• Proficient in Microsoft Word and Microsoft Excel; familiarity with administrative systems is an advantage.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to handle difficult situations professionally while maintaining positive relationships.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Service-oriented, proactive, and able to work effectively as part of a team.
• Experience in transport, taxi, private hire, or driver engagement environments will be an advantage.