Job Title: Operations Executive – Driver & Customer Support
Role Overview:The Operations Executive will provide day-to-day operational support to our drivers and ridersthrough incoming calls, Whats App, and internal systems, ensuring smooth ride operations, highservice quality, and timely issue resolution.
Key Responsibilities:
Support drivers with, trip issues , earnings, payouts, document verification, wallet issues, and policy guidance. Handle driver complaints and escalate critical issues when required. Assist Customer with Trips issues, cancellations, fare disputes, refunds, promo codes, and safety concerns. Monitor live trips and resolve active ride issues or disputes. Manage inbound and outbound calls and Whats App messages within SLA timelines Log cases, maintain support records, and follow up on pending issues. Ensure service quality, policy compliance, and data confidentiality. Identify fraud, safety incidents, or high-risk cases and escalate appropriately. Prepare daily operational reports and support shift handovers. Coordinate with team members during peak hours and attend trainings.
Required Skills & Qualifications:
Multilingual communication: Arabic, English. Strong customer service and conflict-resolution skills. Basic understanding of ride-hailing apps and digital platforms. Ability to multitask and manage time effectively. Professional phone and Whats App communication etiquette. Willingness to work in shifts and handle high-pressure situations.