Xpress Support Representative

2 days ago

Paranaque City, Calabarzon, Philippines xpress Full time ₱1,800,000 - ₱2,000,000 per year

Xpress Support Representative (Drivers & Customers)

Location: [Insert Branch] | Full-Time | Onsite, 6-Day Work Week, Rotational Shifts

About Xpress

Xpress is a fast-growing TNVS and taxi operator in the Philippines, providing safe, reliable, and efficient transport services. With a fleet of eventually up to 500 vehicles, we blend technology and strong operations management to deliver seamless mobility for passengers and sustainable income for drivers.

At Xpress, we value speed, accuracy, and excellent service. Our Support team plays a critical role in ensuring smooth communication between drivers, customers, and operations.

About the Role

As an Xpress Support Representative, you will be the first point of contact for both drivers and passengers, handling inquiries, complaints, and support tickets. You will ensure issues are resolved quickly, accurately, and with a focus on excellent service.

This role is ideal for candidates with customer service experience who thrive in fast-paced environments and want to support both the driver and rider sides of a transport business.

Key Responsibilities

Driver & Customer Support

  • Respond to support tickets, calls, and chats from drivers and passengers within 10 minutes on average.
  • Provide clear guidance to drivers on app usage, dispatch issues, zone assignments, and earnings.
  • Assist passengers with fare disputes, trip issues, cancellations, or service complaints.
  • Deliver quick and fair resolutions, ensuring at least 90% of cases are closed at first contact.

Issue Resolution & Accuracy

  • Process refunds, adjustments, and complaint resolutions with ≥98% accuracy.
  • Escalate complex cases to Shift Supervisors or Operations only when necessary.
  • Monitor open tickets and ensure ≥95% are resolved within 24 hours.

Communication & Reporting

  • Maintain professional and empathetic communication at all times.
  • Document all interactions in the CRM system accurately.
  • Provide feedback on recurring issues to Operations for process improvement.

Key Performance Indicators (KPIs)

  • Response Time: ≤10 minutes average.
  • First-Contact Resolution: ≥90% of tickets closed without escalation.
  • Accuracy: ≥98% correct handling of refunds, adjustments, and complaints.
  • SLA Compliance: ≥95% of cases resolved in

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