Live Operations Agent
New
C
CompanyFood delivery
Workable workplace: remote; Workable locations: Cairo, Cairo Governorate, EgyptFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Fluent Arabic (spoken and written); good English for reporting, tools, and internal communication
- Experience
- 1 to 3 years in live operations, dispatch, logistics, customer support, or a similar real-time role
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- Hold a Bachelor’s degree or equivalent in Business, Logistics, Operations, or a related field, or have equivalent practical experience.
- Have 1 to 3 years in live operations, dispatch, logistics, customer support, or a similar real-time role.
- Be fluent in spoken and written Arabic.
- Have good English for reporting, tools, and internal communication.
- Be comfortable using live dashboards, maps, and admin or dispatch tools.
- Be proficient in Excel or Google Sheets, including filters, pivot tables, and basic formulas.
- Be familiar with ticketing and communication tools.
- Be able to learn new internal systems quickly.
- Have experience handling high order volumes and peak-hour pressure.
- Experience with food delivery, quick commerce, ride-hailing, or e-commerce operations is a strong plus.
Responsibilities
- 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, and monitor delivery times, acceptance rates, and cancellations by zone.
- Monitor courier availability and supply against demand in each area.
- Handle rider issues, including no-shows, breakdowns, accidents, restaurant wait times, and unreachable riders.
- Coordinate incentives or surge boosts with the supply team during peak hours.
- Support rider onboarding issues and app or login problems.
- Contact restaurants about delayed preparation, rejected orders, and 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, and escalate repeat vendor issues to account management.
- Resolve live order problems, process refunds, compensation, and re-deliveries according to policy, and contact customers about delivery issues.
- Coordinate with customer support on escalated complaints.
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