Live Operations Agent

About Jeeny:

Jeeny is a mobile application that eases daily commuting and transportation. Founded in 2012, Jeeny is one of the region’s leading ride-hailing platforms operating across the Middle East, delivering reliable, affordable, and innovative mobility solutions. At Jeeny, we foster a collaborative and fast-paced environment where employees are empowered to make an impact and grow professionally.

About the Role

The Live Operations Agent role will support the successful launch and scaling of Jeeny Express On-Demand Delivery, ensuring smooth daily operations, reliable service quality, and effective merchant and driver support.

Key Responsibilities:

1. Live Order Monitoring

• Monitor orders in real time through the Live Operations dashboard.
• Identify and follow up on unassigned, rejected, delayed, and cancelled orders.
• Monitor driver arrival times, pickup delays, and delivery progress.
• Take proactive action to minimize delays and ensure delivery SLA compliance.
• Coordinate with the Operations team when driver availability or coverage issues occur.

2. Merchant Support

• Act as the first point of contact for merchants through WhatsApp groups and other communication channels.
• Respond to merchant inquiries regarding order status, driver location, delays, and cancellations.
• Investigate operational issues and provide clear, timely updates.
• Coordinate with merchants on order cancellations, failed deliveries, and returns.
• Handle merchant complaints and escalate unresolved cases to the relevant teams.
• Maintain professional communication and ensure a positive merchant experience.

3. Driver Support

• Support drivers throughout the delivery journey, from order acceptance to completion when required. 
• Assist drivers with pickup and drop-off issues, incorrect locations, and customer unavailability.
• Coordinate with merchants when orders are not ready, stores are closed, or pickup issues occur.
• Guide drivers on operational procedures, including proof of pickup, proof of delivery, and return processes.
• Handle driver-reported issues and escalate technical or operational problems when necessary.

4. Issue Resolution & Escalation

• Investigate and resolve common delivery issues following established SOPs.
• Handle failed pickup and delivery cases, including cancellations and returned orders.
• Coordinate with the Operations team to resolve driver-related issues.
• Escalate merchant complaints, missing or damaged orders, and serious incidents to the relevant departments.
• Follow up on escalated cases until a clear resolution is provided.
• Ensure all parties are updated on the case status and next steps.

5. Tracking & Reporting

• Maintain accurate records of operational incidents, merchant complaints, and returned orders.
• Update tracking sheets with order details, issue descriptions, actions taken, and final resolutions.
• Identify recurring operational issues and report them to the Operations team.
• Support daily performance reporting, including order delays, failed deliveries, and operational escalations.
• Ensure proper documentation and handover of pending cases between shifts.

6. Operational Compliance & Service Quality

• Follow Jeeny Express SOPs and escalation procedures.
• Ensure delivery issues are handled within agreed timelines.
• Maintain clear communication and professional behaviour with merchants and drivers.
• Proactively identify operational risks that could affect delivery performance.
• Support continuous improvement by sharing feedback and recurring issues with management.

Requirements

• Education & Experience - Diploma or Bachelor's degree.
• 0-2 years of experience in operations, logistics, last-mile delivery, or customer support. Skills & Competencies
• Strong communication skills in Arabic and English, both written and verbal.
• Ability to handle multiple orders, driver inquiries, and merchant escalations simultaneously.
• Strong problem-solving skills and ability to make quick decisions under pressure.
• Good knowledge of Microsoft Excel, Google Sheets, and basic reporting.

• Familiarity with WhatsApp Business, support ticketing systems (e.g., Zendesk), and operational dashboards is preferred.

• Ability to work in shifts, including weekends and peak operational hours.
• Key Requirements
• Customer-focused mindset with a sense of urgency.
• Ability to follow SOPs and escalation procedures.
• Team player who can coordinate effectively with Operations, Account Management, merchants, and drivers