Operations Executive

About Matrika Mobilities

Matrika Mobilities is a leading provider of mobility support, specializing in managing high-end transport services and delivering roadside assistance for luxury automotive brands such as Mercedes-Benz, BMW, MG Motor, and VinFast. The company ensures swift and professional rescue operations for premium vehicles encountering breakdowns.

Role Overview

The Operations Executive acts as the critical support link for drivers facing emergencies. This position involves managing incoming distress calls, coordinating urgent roadside support, and facilitating the safe transition of passengers from breakdown locations. The ideal candidate displays calmness under pressure, excellent problem-solving skills, and is devoted to offering customer service on par with the hospitality industry during emergencies.

Key Responsibilities

• Manage incident reports from customers experiencing vehicle breakdowns, accidents, or malfunctions as the primary contact point.
• Quickly allocate and dispatch towing vehicles, flatbeds, and technical assistance to service locations.
• Organize alternative transport for affected passengers, including arranging timely taxi rides to ensure their safe arrival at destinations.
• Communicate empathetically and deliver timely updates to premium car owners regarding the progress of assistance.
• Collaborate with luxury automotive companies, service centers, and vendors to facilitate efficient vehicle recovery.
• Maintain detailed records of incidents, response times, and solutions using an internal CRM system.

Required Qualifications

• One to three years of experience in operations, customer support, logistics, or emergency assistance; experience in hospitality or the automotive field is advantageous.
• Excellent oral and written communication abilities to calmly handle high-pressure customer situations.
• Strong analytical thinking skills for swift decision-making in logistical challenges.
• Competence with CRM software, digital mapping tools like Google Maps, and GPS tracking systems.
• Availability to work in rotating shifts, including night and weekend duty, to cover 24/7 roadside emergencies.