Job Title: Logistics & Mobility Dispatch & Rider Support Role: IC1 Department: Logistics & Mobility Reporting To: Logistics Manager, Chief of Staff, Deputy CEO Working Hours: Operations Working Hours (9 Hours) Flexible Shift, 5 days a week Vacancy Number: 4 Role Overview: In Lezzoo Logistics & Mobility, the dispatch & rider support agent is a critical and central role for making sure service quality is upheld and to help our amazing fleet utilize their capabilities to provide the best service possible Key Responsibilities: 1. Live Monitoring & Support: Monitoring orders and drivers live and making sure they provide the maximum help and aid possible to drivers to make sure service quality is upheld according to Lezzoo policies & Workflows. 2. Dispatching Orders: Dispatching orders according to policies and workflows set by Lezzoo when the need arises. 3. Handling Driver Support Tickets: Responding and resolving live tickets submitted by drivers and making sure all resolutions are conducted according to Lezzoo workflows and policies. 4. Handling Customer Support Tickets: Responding and resolving live tickets submitted by customers, stores, or other parties and making sure all resolutions are conducted according to Lezzoo workflows and policies. 5. Chatting & Calling with Drivers: Communicating with drivers using calls or chat when the need arises to make sure all driver issues and difficulties are resolved according to Lezzoo workflows and policies. 6. Operational Awareness: Monitoring the service quality and making sure to help and direct drivers to the easiest routes. In addition to monitoring and reporting busy or unavailable areas so that service quality is upheld. 7. Respect, Calm & Collectiveness: Being calm and collective with our fleet and maintaining a tone of respect and calmness when communicating with all stakeholders involved to make sure service quality is upheld smoothly. 8. Weekly Reports: Providing weekly reports on service quality, drivers, dispatching quality, operational issues and improvements. Skills and Qualifications: 1. Proficiency in English, Arabic, and Kurdish 2. Proficient computer skills 3. Proven customer support experience 4. Proficient in Microsoft Word and Excel or Google Docs and Sheets. 5. Ability to work under pressure 6. Good communication skills 7. Bachelor's degree or Diploma 8. Experience in logistics is a plus