Live Operations Agent

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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