Drivers Support Representative (Remote Cebu/ Ormoc based)

DRIVER SUPPORT REPRESENTATIVE As an employee, you will be a part of a fast-growing organization that values giving back, believing in something greater than yourself, and a never-ending quest for excellence. We bring imagination to life by customizing vehicles and other cool stuff to create marketing experiences nationwide. If you love working with creative, passionate people in a fun and winning environment, then Lime Media is the place for you! The Driver Support Representative is responsible for providing excellent customer service to our drivers by answering their calls and assisting them with any mechanical or technical issues they may have. They are also responsible for scheduling maintenance appointments for the drivers. Additionally, the Driver Support Representative is responsible for training tour managers on how to operate and troubleshoot any issues that may arise while on the road. DUTIES/RESPONSIBILITIES: ● Respond to calls from drivers on the road and provide support with mechanical issues, technical problems, and scheduling maintenance. ● Provide excellent customer service by always maintaining a positive and professional demeanor. ● Document and track all driver inquiries, issues, and resolutions in our internal database. ● Collaborate with other departments to resolve complex issues and escalate issues to management as needed. ● Develop and maintain knowledge of our products, services, and policies to effectively assist drivers. ● Identify and recommend process improvements to enhance the driver’s experience and increase efficiency. ● Train tour mangers on how to operate our equipment safely and how to take excellent care of our equipment KEY PERFORMANCE INDICATORS (KPIS) ● Accuracy & Detail Oriented – work with excellence to maintain a high level of accuracy for all aspects of the role, maintaining special attention to detail through effective self-audits. ● Timeliness – work with a sense of urgency for timely remittance, approvals, and periodic reporting to be completed by specified and often tight deadlines. ● Collaborative – work directly with employees, clients, and vendors to ensure expectations are clear and concise for all aspects of the role. REQUIRED SKILLS/ABILITIES: ● Strong communication skills, both verbal and written. ● Excellent problem-solving skills and the ability to think on your feet. ● Strong organizational skills with the ability to multitask and prioritize tasks effectively. ● Ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude. ● Proficient in Microsoft Office and experience with customer service software a plus EDUCATION AND EXPERIENCE: ● High school diploma or equivalent; some college coursework preferred. ● Prior experience in a customer service or technical support role preferred