Customer Service Operations Manager Job BasiGo
Customer Service Jobs. BasiGo Jobs.
Responsibilities:
Operational Control Centre Leadership
- Establish and manage Customer Service team as BasiGo’s operational nerve centre.
- Maintain real-time visibility and awareness of 100% of the active fleet at all times.
- Lead operational responses to incidents, including:
- Accidents
- Breakdowns
- Repairs
- Coordinate and direct operational decisions in collaboration with relevant teams.
- Ensure seamless knowledge transfer and handovers across shifts to maintain continuous operational awareness.
Communication Hub & Cross-Functional Coordination
- Serve as the primary communication hub between customers and internal stakeholders.
- Ensure customers receive timely, accurate, and proactive updates throughout issue resolution.
- Triage incoming technical and operational, and commercial inquiries/ issues and assign ownership to the appropriate teams.
- Follow up and escalate when responses from stakeholders are delayed or service levels are not met.
- Coordinate information flow to ensure all stakeholders remain informed of ongoing events and actions.
Customer Issue Management
- Own the end-to-end management of all customer issues from initial reporting through to closure.
- Ensure rapid, informed, and effective responses to customer concerns.
- Monitor issue resolution progress and proactively remove blockers.
- Drive accountability across teams to meet agreed SLAs.
- Establish clear standards for issue escalation and response times.
- Build a culture of proactive monitoring rather than reactive issue management.
Data Integrity & Operational Systems Management
- Maintain high standards of data quality across all operational platforms.
- Oversee operational data entry processes and continuously improve data accuracy.
- Coordinate the extraction and management of CCTV footage when required.
- Generate operational insights and reports internally and externally to support decision-making.
Qualifications & Experience:
- Bachelor’s degree in Operations Management, Business Administration, or a related fields
- 5+ years of experience in customer operations, customer experience, fleet operations, or service management.
- Experience leading cross-functional teams in a fast-paced operational environment.
- Strong incident management and problem-solving capabilities.
- Experience working with operational systems, dashboards, and data management platforms.
- Exceptional communication and stakeholder management skills.
- Experience with CRM or ticketing systems preferred.
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