Ensure all calls to Employee Transport (ET) Helpline numbers are attended to and issues if any resolved within the company Employee Transport framework. Any unresolved issue is escalated to Supervisors / Leads.
Prepare and send cab details SMS within time line and maintain the report
Coordinate with Cab Vendor Tracking team and support ET Operations team to ensure all vehicles reach pickup points in time for logins.
Conference all calls between women employees and drivers where required during the operations to ensure women employees contact numbers are not shared with the Drivers or any other unauthorised person.
For any emergency calls made to the Helpline, immediately report to Supervisor / Lead and coordinate with ET Operations team and ensure timely help is provided to the employees as per process laid out from time to time.
Monitor Fleet Vigil and immediately attend to panic alerts received through SMS or on fleet vigil.
Monitor and respond to emails received in Transport Generic email in-box on a timely manner
Prepare and maintain issue tracker for all issues reported / raised by employees and follow up with respective teams for closure of all open issues.
Prepare Call summary report and share with Transport Ops team
Preparation of no show SMS report and sharing with Ops & Routing Team within the time line
Preparation and maintenance of cab changes report
Make calls to check whether women employees have reached their home safely during FFBLD window as required by the Location Operations Team.
Should be comfortable to work from alternate locations within the city based on business requirement
Support ET Operations team to manage any BCP situations, accidents or incidents
Should have minimum 6 months-1 year experience in transport helpdesk profile
Should have good communication skill
Should be flexible to work in night shift