Partner Management Specialist

This is a 12-month contract role under Optimum Solutions. This role supports our client, a leading Southeast Asian superapp that offers a wide range of services, including mobility, food delivery, and digital payments. Work Schedule: Monday - Friday, 10:00 AM - 7:00 PM. (inclusive of a 1-hour lunch break)

Responsibilities:

• Work with various stakeholders including Business Process Outsourcing (BPO) teams to manage inquiries, requests and escalations efficiently including handling face-to-face engagement with escalated cases
• Train and update support teams on all rentals and adjacent business’ products and services
• Collaborate with internal teams and other verticals to ensure seamless operations and representation at engagement events and program launches for driver-partners
• Conduct review and optimization of existing operational policies and processes while supporting the planning and execution of new policies and processes
• Work with relevant teams within rentals and the broader Operations organization to streamline operational policies
• Support analysis of driver management initiatives to assess effectiveness and propose iterative improvements in furtherance of the business goals

Qualifications:

• At least 3 years of customer service experience
• Able to work independently in a fast-paced and changing environment
• Experience with hands-on customer engagement, strong interpersonal and stakeholder-management skills
• Detail-oriented with a focus on accuracy and efficiency
• Strong spoken and written communication skills
• Passionate about identifying user pain points, process bottlenecks, or inefficiencies and designing solutions to resolve them
• Degree or diploma holder preferred