We're looking for proactive, customer-focused professionals to join our growing autonomous delivery operations team and help shape the future of last-mile logistics.
Key Responsibilities:
- Handle inbound and outbound customer communications, inquiries, and complaints professionally.
- Monitor autonomous delivery operations in real time to ensure successful order completion.
- Navigate complex and non-standard customer issues across multiple communication channels, turning uncertainty into clear, actionable solutions.
- Deliver high-quality customer support while accurately documenting interactions, incidents, and resolutions through ticketing systems.
- Manage customer escalations, coordinate with relevant operational teams, and ensure timely resolution.
- Assist customers with mobile application usage, vehicle access, and delivery-related inquiries.
- Collaborate with field operations, dispatch, and technical support teams to troubleshoot delivery exceptions.
- Identify recurring operational issues, report trends, and recommend preventive actions to improve service reliability and customer satisfaction.
- Balance speed and accuracy in a fast-paced environment, exercising sound judgment while consistently meeting service-level agreements (SLAs) and performance KPIs.
- Maintain accurate operational records, call logs, and daily performance reports.
Basic Requirements:
- 2–4 years of experience in customer service, contact center operations, or logistics customer support.
- Excellent verbal and written English communication skills; Arabic and Hindi is an advantage.
- Strong analytical thinking, problem-solving, and decision-making abilities.
- Ability to remain calm, resilient, and professional when handling emotionally charged customer interactions or high-pressure operational situations.
- Strong multitasking and organizational skills, with the ability to prioritize competing tasks effectively.
- Proficiency in Microsoft Excel, ticketing systems, and digital customer support platforms.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Willingness to work rotational shifts, including weekends and public holidays.
Preferred Qualifications:
- Previous experience in last-mile delivery, e-commerce, logistics, or technology-driven operations.
- Familiarity with real-time operational monitoring, incident management, and escalation procedures.
- Experience identifying recurring service issues and contributing to process improvements.
