Customer Service Representative

Role overview

Responsibilities

• Handle inbound and outbound customer communications, inquiries, and complaints.
• Monitor autonomous deliveries and help ensure successful order completion.
• Resolve complex customer issues across communication channels; document interactions, incidents, and resolutions in ticketing systems.
• Manage escalations and coordinate timely resolutions with operational teams.
• Assist customers with the mobile application, vehicle access, and delivery inquiries.
• Work with field operations, dispatch, and technical support to troubleshoot delivery exceptions.
• Identify recurring issues, report trends, and recommend preventive actions.
• Meet service-level agreements and performance KPIs while balancing speed, accuracy, and sound judgment.
• Maintain operational records, call logs, and daily performance reports.

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 are advantageous.
• Strong analytical thinking, problem-solving, decision-making, resilience, and professionalism under pressure.
• Strong multitasking and organizational skills, including prioritizing competing tasks.
• Proficiency in Microsoft Excel, ticketing systems, and digital customer support platforms.
• Ability to work independently and collaborate with cross-functional teams.
• Willingness to work rotational shifts, including weekends and public holidays.

Preferred qualifications

• Experience in last-mile delivery, e-commerce, logistics, or technology-driven operations is preferred.
• Familiarity with real-time operational monitoring, incident management, and escalation procedures is preferred.
• Experience identifying recurring service issues and contributing to process improvements is preferred.