Job Description: Responsibilities & Requirements
We’re a world-leading smart mobility tech company with over 1,200,000 subscribers across 23 countries.
Job description
The delivery support representative will be responsible for managing and overseeing the last-mile delivery progress for scheduled and on-demand clients and ensuring that deliveries are completed within SLA as per the business agreement.
Responsibilities:
- Proactively managing the delivery process from order creation on our dashboard until delivery
- Tracking active orders to ensure that they are delivered within the respective client SLA
- Troubleshoot and resolve technical issues relating to the driver application.
- Collaborate with internal teams to escalate and resolve driver issues and delivery impacts promptly and efficiently
- Escalate possible risks to business as flagged by the driver network
- Ensure that detailed notes are captured on the delivery system of all impacts and actions taken until the order has been delivered
- Maintain accurate records of customer interactions, inquiries, and resolutions using CRM software (Freshworks or similar).
- Stay updated on industry trends, product knowledge, and best practices to provide up-to-date information to customers.
- Contribute to the development of knowledge base articles and support documentation to improve efficiency and customer self-help resources.
- Identify opportunities for process improvements and actively participate in team meetings and training session
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Minimum requirements
- Completed Matric
- Min of 2 years of customer services experience
- Excellent communication skills.
- Confidence and skilful negotiating skills.
- Computer literate.