Live Operations Agent
Relay Technologies, Bulgaria
Job Description
In the future, almost everything we consume will simply materialise on our doorsteps what we call e-commerce today will simply be commerce tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.
Relay is an e-commerce-native logistics company. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.
At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.
To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. We are looking for a Live Operations agent who will be an integral part of ensuring Relay achieves client targets.
Responsibilities:
- To answer inbound calls from couriers quickly and efficiently.
- To deliver high quality instruction over the telephone to couriers on the road.
- Monitor progress of live routes.
- Take intervention actions for routes in distress
- Organise rescue routes for unsuccessful deliveries
- Contacting couriers to fill shifts to undertake the delivery in the desired timescale with the minimal cost to the business.
- Communicate information relevant to the customer service and management team
- To meet individual daily key performance indicators (KPIs) and targets.
- Updating relevant documentation to ensure the business has visibility on key metrics and information
Requirements
Requirements
- Previous experience as support in fast-paced environment
- Strong communication skills
- IT literate with the ability to confidently use a computer and move quickly between applications
- Ability to work under pressure to satisfy demand
- Ability to prioritise workload
- Team player attitude
- Passion for delivering excellent support service
- Ability to provide feedback to management on improvements
- Flexibility to work on different days and shifts
Benefits
Hours
- Up to 40 hours per week
- Mixed schedule - 5am-01am (Monday to Sunday)
- Fully remote in either the UK or Bulgaria