Relay Technologies - Live Operations Agent - Bulgaria Remote
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Requirements
• Skills needed: Answer inbound chats quickly and efficiently; deliver clear, high-quality instructions to couriers over the phone. • Years of experience: Not explicitly stated. • Education: None specifically mentioned but implies a need for advanced degrees as part of team composition (45+ across computer science, mathematics, operations research). However, this is not directly tied to individual job requirements and may pertain more generally to hiring criteria or existing workforce qualifications rather than the role itself. • Certifications: Not explicitly stated. • Must-haves: None specifically mentioned in relation to personal qualifications for the Live Operations Agent position; however, experience with advanced routing and planning technologies is implied as part of orchestrating complex logistics operations at Relay.
Responsibilities
• Answering inbound chats from couriers quickly and efficiently. • Delivering clear, high-quality instructions to couriers over the phone while they are on the road. • Monitoring the progress of live routes and taking action when necessary. • Intervening and organising rescue routes for unsuccessful deliveries. • Communicating relevant information to the customer service and management teams. • Meeting individual daily key performance indicators (KPIs) and targets. • Updating documentation to provide the business with visibility on key metrics and information. • You might be a great fit for this role if... • You have 1–3 years of experience in LiveOps or frontline Customer Service. • You have an excellent telephone manner and strong communication skills. • You’re IT-literate and confident in navigating between applications quickly. • You can work well under pressure to meet demand. • You have the ability to prioritise your workload effectively. • You're an active team player with a passion for delivering outstanding support service. • Previous live chat experience is desirable • Previous LiveOps support experience in a fast-paced environment is desirable
Benefits
• Answer inbound chats quickly and efficiently. • Deliver clear, high-quality instructions to couriers over the phone while on route. • Monitor progress of live routes for efficiency.
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