Customer Services

Description:

Responsibilities:

1.Customer Support & Safety Monitoring:

Respond professionally and promptly to passenger and partner inquiries, complaints, and suggestions via phone, email, online chat, and internal ticketing systems.
(Core) Remote Safety Assistance & Emergency Response: Monitor autonomous vehicle operations and in-cabin conditions; when unforeseen situations arise (e.g., road construction, vehicle malfunction, passenger emergencies), perform remote intervention, de-escalation, or on-site coordination per standard operating procedures to ensure safety.
2.First-Line Technical Resolution & Ticket Escalation:

Accurately document and initially diagnose user issues related to app usage, vehicle functions, or billing; escalate unresolved technical faults to engineering or operations teams per procedure and track through to closure.
3.Premium Customer Experience Maintenance:

Communicate in standard, fluent, accent-free English (the primary working language) to uphold the company's international brand image in Dubai.
Apply culturally tailored de-escalation and communication strategies for local and international users, handle objections effectively, and enhance customer satisfaction (CSAT).
4.Data Recording & Feedback:

Log customer interactions and vehicle anomaly data accurately; compile regular reports on high-frequency issues to support product iteration and service localization.