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