Job description for Customer Service (Driver) at Mova
About the Role
We are looking for Driver Customer Service staff to support driver partners and ensure they receive fast, clear, and professional assistance. This role will handle driver inquiries, resolve operational issues, support onboarding, and coordinate with internal teams to improve the overall driver experience.
Driver Support
- Handle driver inquiries, complaints, and requests through chat, WhatsApp, phone, or other channels.
- Provide clear assistance related to registration, account activation, app usage, orders, payments, incentives, and operational rules.
- Resolve driver issues quickly and professionally.
- Follow up on driver cases until they are properly completed.
Driver Onboarding & Activation
- Assist new drivers during the registration and activation process.
- Guide drivers on app installation, document submission, account verification, and first-time usage.
- Follow up with registered drivers who have not completed activation.
- Coordinate with the Acquisition and Operations teams to ensure a smooth onboarding process.
Issue Handling & Coordination
- Record and escalate driver issues to the relevant teams, including Operations, Product, Finance, or Tech.
- Coordinate with internal teams to solve issues related to accounts, orders, payments, incentives, app errors, or driver performance.
- Identify recurring driver problems and provide feedback for process improvement.
- Ensure all cases are handled based on company SOPs.
Driver Engagement
- Maintain polite, responsive, and helpful communication with driver partners.
- Share important updates, reminders, and operational information with drivers.
- Collect driver feedback and report key insights to the team.
- Help improve driver satisfaction, retention, and service quality.
Data & Reporting
- Update driver data and interaction records accurately.
- Prepare simple reports on complaints, issues, activation progress, follow-up status, and driver feedback.
- Track common problems and unresolved cases.
- Ensure all driver data and case documentation are properly maintained.
Requirements
- Minimum Bachelor’s Degree / S1 from any major.
- Fresh graduates are welcome to apply.
- Experience in customer service, call center, driver support in transportation or ride-hailing industry is preferred.
- Excellent communication skills in Bahasa Indonesia and English.
- Strong problem-solving skills and able to handle complaints calmly.
- Detail-oriented, responsive, organized, and service-minded.
- Comfortable using WhatsApp, Google Sheets, Microsoft Office, and other support tools.
- Able to work in a fast-paced environment and manage multiple driver cases.
