In this role, you will primarily focus on handling escalations from couriers and investigating unusual incidents. You'll be responsible for resolving complex issues, guiding our partners, and ensuring that high-quality service is maintained throughout the escalation process.
Youll be acting as a key factor in maintaining a high level of standard and satisfaction amongst Couriers who partner with us and of course – Helping optimize the workflow between all parties.
In our Trust and Safety Team life moves fast and there is no typical day, so to be successful in this role you will need to be self-motivated, confident, and creative, possess leadership characteristics, and have excellent relationship-building skills.
What You'll Be Doing
Working on a full-time basis (Sun-Thu 09:00-18:00)
Making sure Courier Partners meet our level of standard and Performance.
Acting as an escalation point for any queries or issues.
Support the Operations Team on off-boarding/courier agreement terminations.
Co-work with our Support team to maintain a high level of service at all times.
Interact with 3rd parties regarding Couriers performance (Customers, citizens, etc;)
Previous experience working as a customer service representative.
Excellent communicator and a big team motivator as you will have daily contact with our courier partners.
Helping and listening to people is something that comes naturally and easily to you
Ability to lead by example and show direction – you have the genuine will to support your team members and your courier partners
Youre an expert and confident in expressing your social skills
You are not afraid of and can act confidently in challenging situations
You are a fast learner and attentive to both small details and the bigger picture
Proactive planner and thorough thinker, as you constantly seek new ways to improve processes
Fluent in Hebrew and English
