DEC Specialist

DEC Specialist

Bolt, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

We’re looking for a passionate Driver Engagement Centre (DEC) Agent to join our team and provide face-to-face support for drivers. You’ll play a key role in strengthening relationships, improving driver experiences, and ensuring every driver feels valued and supported.

About Us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability. Our ultimate goal is to make cities for people, not cars.

About the Role

As a DEC Agent, you’ll be the first point of contact for current and prospective drivers visiting our centres. You’ll deliver in-person support across a wide range of services — from onboarding and training to resolving issues and providing guidance on Bolt’s products.

Main tasks and responsibilities

• Welcome and assist drivers with inquiries, complaints, and requests politely and professionally.
• Prioritize driver needs and deliver tailored solutions with empathy and patience.
• Provide accurate, up-to-date information on Bolt’s products, services, and policies.
• Resolve issues on the spot where possible, escalating complex cases to Tier 2 or the DEC Manager when needed.
• Adapt quickly to new processes, system updates, and evolving driver needs.
• Manage a high volume of interactions efficiently to reduce wait times and improve satisfaction.
• Work closely with internal teams such as Tier 2, Safety, and Operations to ensure smooth case resolution and alignment.

About you

Why you’ll love it here

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Software Development

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