Cab Dispatch Executive B2C

2 days ago

Gurgaon, Haryana, India Kangaroo Cars Full time

Key Responsibilities

1. Real-Time Dispatch & Trip Management

  • Allocate and dispatch trips to drivers based on location, availability, and SLA targets.
  • Monitor live trips end-to-endfrom booking to completion—to avoid delays, no-shows, or cancellations.
  • Ensure rapid substitution of vehicles in case of driver drop-offs or breakdowns.
  • Maintain strict adherence to pickup times for airport transfers and scheduled rides.

2. Driver Coordination

  • Communicate instructions clearly to drivers through calls, WhatsApp, or internal apps.
  • Track driver check-ins, duty start times, and readiness before peak hours.
  • Enforce compliance on behavior, grooming, route discipline, and company SOPs.
  • Escalate unresponsive or non-compliant drivers immediately.

3. Customer Interaction

  • Handle customer queries on timing, vehicle details, and driver communication.
  • Provide quick resolution for issues such as delays, last-minute changes, and wrong locations.
  • Manage refunds, reassignments, or adjustments in coordination with the accounting team (if required).

4. Operational Control & Reporting

  • Maintain dashboards for trip status, cancellations, exceptions, and SLAs.
  • Update shift logs: trip allocation reasons, escalations, driver issues, customer feedback.
  • Highlight patterns—late reporting drivers, frequent cancellation drivers, peak-hour gaps—and recommend fixes.
  • Support compliance with audit and safety requirements (driver documents, RC/insurance checks).

5. Coordination with Other Teams

  • Work with customer support, fleet management, and vendor partners to ensure smooth operations.
  • Coordinate with the business development team for corporate bookings and priority trips.
  • Work with tech/product teams to report app issues or workflow bugs.

Skills & Competencies

  • Strong command of real-time operations, preferably in ride-hailing, mobility, logistics, or cab aggregation.
  • High situational awareness and fast decision-making under pressure.
  • Excellent communication—clear, crisp, firm.
  • Strong discipline in shift management, escalation logging, and reporting.
  • Proficiency with dispatch/CRM systems, live maps, route logic, and GPS tools.
  • Ability to handle high call volumes and multitask across trip monitoring screens.
  • Customer-first mindset with operational toughness—no fear of tough driver conversations.

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