Live Operations Agent

Responsibilities

Order monitoring and dispatch

• Track live orders from placement to delivery and flag delayed, stuck, or unassigned orders.
• Manually assign or reassign orders to couriers when auto-dispatch fails.
• Monitor delivery times, order acceptance rates, and cancellations by zone.

Courier fleet management

• Monitor courier availability and supply against demand in each area.
• Handle rider issues such as no-shows, breakdowns, accidents, long waits at restaurants, and unreachable riders.
• Coordinate incentives or surge boosts with the supply team during peak hours, including lunch, dinner, Ramadan evenings, and weekends.
• Support rider onboarding issues and app or login problems.

Restaurant and vendor coordination

• Contact restaurants about delayed preparation, rejected orders, or out-of-stock items.
• Follow up with vendors who are offline or slow to accept orders.
• Update menu availability and opening hours in real time when needed.
• Escalate repeat vendor issues to the account management team.

Customer issue resolution

• Resolve live order problems such as late, wrong, missing, or damaged items.
• Process refunds, compensation, and redeliveries according to policy.
• Contact customers about address issues, failed deliveries, or unreachable phones.
• Coordinate with customer support on escalated complaints.

Requirements

• Bachelor’s degree or equivalent in business, logistics, operations, or a related field, or equivalent practical experience.
• One to three years of experience in live operations, dispatch, logistics, customer support, or a similar real-time role.
• Experience with food delivery, quick commerce, ride-hailing, or e-commerce operations is a strong plus.
• Experience handling high order volumes and peak-hour pressure.
• Fluent in spoken and written Arabic.
• Good English skills for reporting, tools, and internal communication.
• Comfortable using live dashboards, maps, and admin or dispatch tools.
• Proficient in Excel or Google Sheets, including filters, pivot tables, and basic formulas.
• Familiarity with ticketing and communication tools.
• Ability to learn new internal systems quickly.