At Ryde Technologies, we are driven by a commitment to sustainable travel and a vision of creating a greener, car-lite society. Our mission is to revolutionize daily commuting by delivering innovative solutions that enhance convenience, foster closer communities, and prioritize sustainability.As a technology company focused on mobility, we continuously reimagine how people move—bridging distances and transforming transportation. Ryde began with a simple yet impactful goal: to connect drivers and riders traveling the same route through our ride-sharing platform, RydePool. Since then, we have evolved significantly, expanding our offerings to include RydePay, our e-payment platform, taxi booking services, and insurance solutions. These advancements reflect our unwavering commitment to building features that create value for our users and contribute to a more sustainable future.To support our continued growth and ensure exceptional user experiences, we seek a highly skilled and dedicated Remote Customer Excellence Executive based in India. This role is pivotal to achieving our business objectives by delivering superior service and fostering positive interactions across all touchpoints.By joining our team, you will play an integral role in shaping how we serve our customers, ensuring that every interaction reflects Ryde's values of innovation, efficiency, and care.Primary Operational Responsibilities: Swiftly and professionally address user inquiries through email and chat channels, demonstrating tact and timely responsiveness.Monitor and proactively respond to user complaints on social media platforms, extending assistance as needed.Act as a liaison for resolving time-sensitive issues, ensuring alignment among all stakeholders.Collaborate cross-functionally to investigate and address customer feedback requiring additional attention.Identify patterns in customer feedback and suggest sustainable solutions.Stay updated on industry trends and recommend innovative approaches.Pilot new tools or methods to improve engagement and operational efficiency.Generate insights from customer interactions to inform process improvements and contribute to performance reports.Recommend workflow automation or process changes and lead initiatives to reduce response and resolution times.Conduct thorough follow-ups with users to ensure the resolution of their queries.Provide live chat support for merchants and efficiently manage email correspondence.Conduct welcome calls for drivers and collect feedback to enhance engagement.Provide recommendations to elevate customer satisfaction and operational efficiency to the Customer Service Team.Execute diverse tasks and undertake ad-hoc duties as directed by the Customer Service Team.Experience & Skills Requirements: At least 3 years of solid experience in customer relations, customer service, or call centers.Proficiency in English, both written and verbal.Familiarity with our industry is a plus.Polished communication, negotiation, and influencing skills.Mature, with strong analytical and problem-solving skills.Excellent interpersonal skills with positive thinking and customer orientation.Able to work under pressure and meet tight deadlines.Good team player with the ability to work independently.Good listening and probing skills to identify and understand the needs of the customer.Willing to work at weekends/public holidays on a regular-basis.This position requires a FULL-TIME commitment, with employees working 5 days per week (including weekends & public holidays), subject to the scheduling arrangement. We operate on a rotating monthly schedule for shifts and rest days (GMT+8). Each shift includes a 1-hour lunch break.* Please note that for this position, only candidates who are currently residing in India need to apply.Ryde Group Ltd (NYSE American: RYDE) ("Ryde") is a leading technology platform for mobility and quick commerce, headquartered in Singapore.
Job Title
Customer Excellence Executive