Live Operations Agent

Role Overview

• 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.
• Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
• 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.

Requirements

• 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

• Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.