Officer Driver Support

About the job

Primary point of contact for drivers, handling inbound and outbound calls to resolve a broad range of concerns — payments, commission, shifts, deductions, fines, policy and operational queries. Takes ownership of each case from first contact through to closure, documents every interaction accurately, coordinates across departments where needed, and consistently achieves First Contact Resolution (FCR) while meeting service-level and quality standards.

• Handle inbound and outbound driver calls in a professional, polite and timely manner.

• Proactively reach out to drivers to resolve concerns, follow up on open issues, and close the loop on commitments made.

• Verify driver details accurately before taking action or sharing information.

• Provide correct information on commission, shifts, payments, deductions, fines, policies and operational procedures.

• Resolve a broad range of driver tickets at first contact wherever possible; escalate genuinely unresolved cases to the concerned department with a clear handover.

• Take ownership of assigned tickets and see them through to closure — no case left hanging.

• Record every interaction in the approved system with accurate tagging, remarks and case details, and close tickets on resolution.

• Use basic numeracy to read commission and payment statements, perform simple calculations, and recognise when figures do not add up.

• Spot recurring issues and flag patterns across driver cases to the supervisor.

• Coordinate with Operations, Fleet, Accounts, Training and other departments to drive cases to closure.

• Report system issues, call disruptions or application errors to the supervisor immediately.

Maintain confidentiality of driver and company data at all times.