Provide real-time operational support to delivery riders via chat, phone and messaging. Monitor live deliveries, coordinate with riders, merchants and customers to resolve issues, escalate complex incidents, maintain accurate case records, support onboarding and documentation, and meet KPIs for delivery success, response times, rider satisfaction and service quality.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- Minimum 2 years' experience in logistics, dispatch, operations or customer support, preferably within food delivery, transportation or eCommerce.
- Excellent verbal and written English communication skills with the ability to remain calm under pressure.
- Strong coordination, problem-solving and decision-making skills with the ability to manage multiple live cases simultaneously.
- Proficiency using dispatch, CRM or ticketing systems together with Microsoft Office or Google Workspace.
- Willingness to work rotating shifts, weekends and public holidays in a fast-paced, 24/7 operations environment.
Core responsibilities:
- Provide real-time operational support to delivery riders throughout the order lifecycle via chat, phone and messaging platforms.
- Coordinate with riders, merchants and customers to resolve delivery delays, order issues and operational disruptions.
- Monitor live deliveries, proactively identify risks and take corrective action to ensure timely order completion.
- Support merchants with pickup coordination, order readiness and delivery-related enquiries.
- Assist riders with app navigation, account enquiries, delivery procedures and technical troubleshooting.
- Escalate complex operational, safety or customer issues to the appropriate internal teams.
- Maintain accurate case records, monitor operational trends and contribute to continuous process improvements.
- Achieve operational KPIs including delivery success, response times, rider satisfaction and service quality.
- Document rider and merchant issues, requests, and operational concerns accurately for proper tracking and follow-up.
- Assist with rider and merchant documentation, including onboarding records, updates, and other administrative requirements.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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