Customer Success Agent / Operations Coordinator

Job Description

REQUIREMENTS

• Bachelor’s degree, preferably in Business, Supply Chain, or Logistics.
• Familiarity with logistics, fleet management systems, or CRM tools is a plus.

Required Experience & Skills:
• Previous experience in a customer-facing role within operations management, logistics, or related settings.
• Experience working in a fast-paced, 24×7 environment.
• Fluent in English, Hindi, and Urdu.
• UAE Driver’s License required; Heavy Truck License is a bonus.
• Strong collaboration and problem-solving skills.
• Service and solution-oriented mindset.
• Ability to act independently, prioritize tasks, and make confident decisions.
• Tech-savvy with knowledge of transportation software, GPS tracking, and digital communication tools.
• Experience in the EV industry or startup environment is a bonus

RESPONSIBILITIES

• Work with the UAE Daily Operations Manager to develop and maintain an optimal customer experience.
• Provide real-time support to customers via phone, email, and chat, addressing transportation needs promptly.
• Manage daily operations, planning, and execution.
• Serve as the first point of contact for customer operations and external partners, including carriers, vendors, subcontractors, workshops, hardware dealers, and agents.
• Monitor and optimize fleet performance, ensuring KPIs and SLAs are consistently met.
• Log, track, and resolve customer requests, issues, and deviations.
• Monitor internal tools, support inbox, and handle ad hoc operational issues.
• Prepare performance and monitoring reports as per company requirements.
• Ensure all customer interactions align with company policies, safety regulations, and sustainability goals.
• Perform any additional tasks delegated by the reporting manager.

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