SOCAR

SOCAR++

DASHER TRAINING DECK

For SOCAR+ Internal Use Only
Currently in Klang Valley Johor Penang
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SOCAR++

NOTICE & DISCLAIMER

All pages contained in this document are commercial in confidence and remain the sole intellectual and
commercial property of Socar Mobility Malaysia Sdn. Bhd. (Registration No. 1223782-T) and its subsidiaries.

These cannot be copied, imitated, shared, reproduced, displayed or used in any way or in any form or extract
without prior written contractual agreement with Socar Mobility Malaysia Sdn. Bhd.

All Rights Reserved regardless of whether or not this guide and / or related documents are accepted in full or
part. All trademarks, copyrights and intellectual properties quoted within the documents remain the property
of their rightfully registered owners.

CODE OF CONDUCT - https://bit.ly/dashconductcode

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Standard Operating Procedure (SOP)

CONTACT CUSTOMER
10 mins BEFORE heading to Pick-Up Location Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

“Good morning/afternoon/evening,
Mr/Ms (CUSTOMER NAME). My name
Complete Car Interior Inspection
is (DRIVER NAME). I am your
personal driver for your SOCAR+
reservation at (RESERVATION Fuel/Car Wash (if necessary)
START TIME). Where would you like
me to pick you up later?” Pick Up Customer (Start Job)

1. Contact customer to introduce yourself & Drop Off Customer (End Job)
provide ETA.
Drive SOCAR to SOCAR Zone
2. Check & confirm with customer on details
and location to meet. Complete After Driving Inspection

3. If NO response from customer, please send Submit Claims Receipt

a Whatsapp message.
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SOCAR++

Standard Operating Procedure (SOP)

ARRIVE AT SOCAR ZONE TO
COLLECT SOCAR Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

You may pick up the car 10 minutes (12:50)
before Job Start Time (13:00).
Drop Off Customer (End Job)

Pro-Tip:
There is 1h10m buffer time for you to:- Drive SOCAR to SOCAR Zone
● Collect the car
● Check car condition/cleanliness Complete After Driving Inspection
● Pump petrol
● Arrive & pick up customer at their selected Submit Claims Receipt
location ON TIME
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

TAKE SELFIE VERIFICATION
Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take
Take Selfie
Selfie Verification
Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

Purpose/Reason: To authenticate your identity, to
protect your account, and avoid fraud. Drop Off Customer (End Job)
● Make sure selfie is clear and visible.
● Make sure the space is bright enough. Drive SOCAR to SOCAR Zone
● Enough distance to take selfie of your whole
face. Complete After Driving Inspection

NOTE: Your selfie will be set as default profile Submit Claims Receipt
picture.
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

COMPLETE CAR EXTERIOR
DAMAGE INSPECTION Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

Upon arrival at SOCAR Zone, check and Drop Off Customer (End Job)
take pictures from all 4 sides (front, back,
left & right side) of the car. Drive SOCAR to SOCAR Zone

NOTE: This is to ensure you are not liable for Complete After Driving Inspection
any damages made before your job started.
Submit Claims Receipt
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

COMPLETE CAR INTERIOR INSPECTION
Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

(1) Check for heavy stains & strong odor in the car.
For eg.: Sand/stones on the carpet, pet’s faeces, durian/spoiled Pick Up Customer (Start Job)
food/stinky shoes smell.
Drop Off Customer (End Job)
(2) Check for rubbish & throw them away.

Drive SOCAR to SOCAR Zone

(3) Ensure cleanliness at common areas such as dashboard,
driver door side and gearbox area.
Complete After Driving Inspection
NOTE: If time allows, please send the car for a quick car wash.
*If the car is in a very terrible condition, please go to Dash Live Submit Claims Receipt
Chat for further instructions.
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

FUEL/CAR WASH (IF NECESSARY)
**Ensure to take Before, During & After car wash photos Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

If fuel level is below 75% or ¾ tank, go to the nearest
petrol station to fuel up to full tank (100%). Drop Off Customer (End Job)

NOTE: Pay using own money & submit immediately

Drive SOCAR to SOCAR Zone
after your job is complete.

Complete After Driving Inspection

*Any claims without receipt & car wash photos as
proof will be rejected.
Submit Claims Receipt
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

PICK UP CUSTOMER (START JOB)
Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pro-Tip: Pick Up Customer (Start Job)

1. You may assist your customer by opening the car
door if the situation permits. Drop Off Customer (End Job)

2. Show customer Smart ID (in Dash app) as

Drive SOCAR to SOCAR Zone
verification.

3. Check with customers on their choice of route. Complete After Driving Inspection

NOTE: Late Arrival/Rude Behaviour complaints from Submit Claims Receipt

customers will result in penalty.
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

PICK UP CUSTOMER (START JOB)
Contact Customer
“Good morning/afternoon/evening, Mr/Ms
(CUSTOMER NAME). Where would you like Arrive at SOCAR Zone to Collect SOCAR
to go first? Do you have any preference on
route such as non-toll road only? Please be
mindful that tolls and ticket fares are not Take Selfie Verification
included in the reservation charges,
therefore it and will be borne by the Complete Car Exterior Damage Inspection
CUSTOMER.”

Complete Car Interior Inspection

1. You may greet/start the conversation with the
template above.
Fuel/Car Wash (if necessary)

2. Use Waze as the default navigation apps & select the

route based on customer's preference. Pick Up Customer (Start Job)

3. Check with customer on their preferred setting for: Drop Off Customer (End Job)
● Air-conditioning
● Radio / music & volume setting Drive SOCAR to SOCAR Zone

4. Confirm with the customer on the next pick-up point Complete After Driving Inspection
and time. If the customer has not set a plan yet,
inform them to contact you whenever they are ready.
Submit Claims Receipt
**Share your phone number with them again if needed.
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SOCAR++

Standard Operating Procedure (SOP)

DROP OFF CUSTOMER (END JOB)
Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

Pro-Tip:
1. You may assist your customer by opening the
Drop-off
Drop Customer (End Job)
Off Customer
car door if the situation permits.

2. End the trip with this conversation template: Drive SOCAR to SOCAR Zone

Thanks Mr/Ms (CUSTOMER NAME) for using

Complete After Driving Inspection
SOCAR+. If you have any feedback, you may
submit it via SOCAR App. I hope you enjoyed your
time and looking forward to your next booking Submit Claims Receipt
with SOCAR+ and have a good day/night!
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

DRIVE SOCAR BACK TO SOCAR ZONE
Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

1. If the fuel level is below 75%, find the nearest
petrol station to fill up the tank. Keep a receipt Drop Off Customer (End Job)
and submit via claims form later.
Back
Drive SOCAR to to SOCAR
Drop-off PointZone
2. Clean the car.
Complete After Driving Inspection
3. Return & park the car at the same SOCAR
Zone. Submit Claims Receipt
SOCAR+
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

COMPLETE AFTER
DRIVING INSPECTION Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

Make sure to take clear pictures of all 4 angles of the car
(4 angles - front, back, left & right side). Drop Off Customer (End Job)

NOTE: Ensure the car is locked before leaving & engine is

Drive SOCAR to Drop-off Point
turned OFF before marking job as complete.

Complete After Driving Inspection

If unable to find parking spot/not allowed to enter
Resident Zone, inform Dash Live Chat on where the car
Submit Claims Receipt
is parked.
SOCAR
SOCAR++

Standard Operating Procedure (SOP)

SUBMIT CLAIMS RECEIPTS
Submit Claims @ https://bit.ly/dasherclaims Contact Customer

Arrive at SOCAR Zone to Collect SOCAR

Take Selfie Verification

Complete Car Exterior Damage Inspection

Complete Car Interior Inspection

Fuel/Car Wash (if necessary)

Pick Up Customer (Start Job)

Claims are for during the job only.
Drop Off Customer (End Job)
For eg.: Fuel, toll, car wash, parking etc.
● Physical receipt - take a photo with the clear
Drive SOCAR to Drop-off Point
details.
● Electronic receipt - download/screenshot the
Complete After Driving Inspection
receipts.

NOTE: Claims will be paid & processed together on the Submit Claims Receipts
following week’s payment.
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HOW TO SUBMIT CLAIMS?

Step 1 : Go to My Jobs > History tab

Step 2 : Find & click on your completed job
Step 3 : Click on 'Claims’
Step 4 : Submit your details & receipt
Step 5 : You may return to view ‘Claims’ status

NOTE: Provide receipt & follow the instructions

󰗔 TAP HERE TO VIEW THE STEPS

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Get Paid Weekly 💲💲

COMPENSATION JOBS COMPLETED LAST WEEK, WILL BE PAID THIS WEEK.
When Jobs Get Cancelled with Short Notice Period

BANK DETAILS
󰗔 Submit Bank Details @ http://bit.ly/dasherbankdetails

Submit ONCE only, enter your Dash email.

󰗔 Request Compensation on the app

Learn about the process here -

https://blog.dashnow.my/posts/compensation

NOTE: Any further enquiries, please reply the email for further
assistance. Payments are processed & paid weekly.

NOTE: Expect to receive payment by end of Friday.

*If payment is late, announcement will be made.
SOCAR
SOCAR++ #Problem 1:

Scene 1: Key not detected.

Scene 2: Unable to lock/unlock car.

Please arrive on time. (Time stated on the job)

The earliest time you can start the job is 10 minutes before Job
Start Time.

NOTE: If there is any delays, please go to Dash Live Chat for

assistance.

FREQUENTLY
#Problem 2:
ASKED
Accident occurs during delivery.
QUESTIONS
(FAQ) a. Park the car at a safe spot on the roadside.

b. Inform Dash Live Chat

https://dashnow.my/faq ● Describe scenario happened
● Provide pictures of accidental part & area

c. If third party involved (additional information)

● Picture of third party car accidental area
● Car number plate
● License or IC (if they willing to provide)
● Contact details

d. Wait for update from Dash Live Chat

SOCAR
SOCAR++ #Problem 3:
Scene 1: Car low battery.
Scene 2: Car unable to start.
Scene 3: Car petrol low, cannot drive.

a. Step out of the car.

b. Try to lock and unlock the car couple of times.
c. Try to start the car again.
d. If still unable to start, check with Dash Live Chat.

FREQUENTLY
#Problem 4:
ASKED
Scene 1: Unable to find car.
QUESTIONS Scene 2: Previous Customer have not return car.
(FAQ) Scene 3: Unable to contact Customer.

Maximum waiting time of 15 minutes ONLY.

https://dashnow.my/faq a. Check Notes Section for remarks.

b. Try horn and find the car, look within 100 metres.
c. Check with Dash Live Chat

If car is still nowhere to be found 15 minutes later, please proceed to inform

cancel job on the app & inform Dash Live Chat.

NOTE: Compensation will be given.

**If you insist to wait, SOCAR/DASH is not liable for any outcome.
SOCAR
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These actions below are strictly monitored and will result in penalty:

● Mark Job as Done on the app without doing the job.

● Accepting job but not showing up.
● Cancelling an Accepted Job with no valid reason.
● Ending job before reservation end.
● Late delivery/arrival.
● Did NOT upload inspection photos (4 sides) in the Dash app (on
After Inspection). OFFENCES
● Not updating Dash app with no justified reason.
● Falsity of claims amount.
● Returning SOCAR with less than 50% fuel.
● Rude behaviour to customers/live chat agents.
● Misuse of MCO letter.
● Fail to lock car & turn OFF engine/lights before
and passing the car to customers

For more info, please refer here - https://dashnow.my/terms (Article 6.

The DASH Application and Account)