Partner Support Expert

A2B Australia - Talent

Autonomy & variety. Mix of customer service & admin in a fast-paced environment. Provide support via email, phone & face-to-face

  • Australia's leading personal transport network
  • Relationship management & administrative support for external stakeholders
  • Dynamic & varied customer service & stakeholder management role
The Role
The Partner Support Expert plays a pivotal role in building and strengthening the positioning of 13CABS as Australia’s largest Personal Transport network.

Reporting to the Partner Support Manager, this role is part of the Customer Service team dedicated to looking after one of our key customers – Operators & Drivers. This team is essentially a one-stop-shop and manages the customer's relationship with 13CABS for the time that they are representing our brand.

With a mix of customer service and administration, you will be liaising with Drivers, Operators and customers over the phone, via email and in person. Working in a busy and fast-paced environment, every day is different and you will enjoy variety and autonomy in your role.
Key responsibilities include:
  • Assisting with and responding to general enquiries
  • Coordinating induction, onboarding and training
  • Channelling Driver feedback and making meaningful recommendations on how to improve Driver and Passenger experience
  • Educating Drivers & Operators on network standards, policy, process, procedures and Code of Conduct
  • Counselling Drivers due to non-adherence and resolving complaints
  • Assisting with Driver engagement, reward and recognition initiatives
  • Assisting with the coordination of Driver communication
  • General administration, reporting and data entry
  • Liaising with internal teams and external stakeholders
Our Ideal Candidate
To be successful in this role you must be a self-starter, an efficient multi-tasker and enjoy working with people from all walks of life.  You will demonstrate strong emotional intelligence with a flair for communicating and influencing others to achieve agreeable outcomes.
To be successful in this role, you will also have:
  • Solid experience in providing customer service over the phone, via email and face-to-face
  • A resilient commitment to problem-solving, conflict resolution and complaints handling
  • High attention to detail and good data entry skills
  • Excellent written and verbal communication skills
  • Demonstrated ability to effectively achieve outcomes under pressure and in challenging situations
  • A proactive work ethic and pride in the work you do
  • Good computer literacy with Microsoft Office
  • Be a strong team player who enjoys working with and supporting others
About 13CABS
13cabs is Australia's leading Taxi network with a fleet of over 9,500 vehicles. Firmly established in Sydney, Melbourne, Adelaide, Brisbane and Newcastle, 13cabs has expanded to the Northern Territory, regional Victoria and regional Queensland, providing a 24/7 booking service via three Australian-based contact centres.

From training Drivers at the start of their careers to developing innovative booking platforms the 13cabs business is embracing better ways of engaging with Drivers to help them move people from A to B. We also assist potential Taxi Owners with obtaining a Taxi licence, buying a vehicle, and insurance cover.

We pride ourselves on exceeding passenger expectations. From streamlining booking processes to superior door-to-door transport, our mission is to offer improved services to Passengers.

Please submit an up-to-date resume and cover letter outlining your interest and suitability for the role and one of our Talent Specialist will be in touch.
Special conditions - 13cabs operates a smoke-free environment. Smokers need not apply.