Live Operations Associate (Careem Bus)

Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride- hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 130 cities across 15 countries and has created more than one million job opportunities in the region and host over 30 million users.

About the Role:
As Live Ops Associate at Careem Bus, you will be the main communication point between the care (call center) department and the rest of Careem bus team. Main learning will include process creation and optimization for different situations and maintain the flow of that process on daily basis to achieve and ultimate goal of improving customer & captain experience.
Key responsibilities

• Providing Care department with all knowledge, needed Updates, clarifying Bus process, and raising Captain’s and Customers submitted issues as follows:
• Updating Knowledge material with care department in synergy with the onboarding and the quality teams to contains all basic needs for agents to recognize the customer, Captain app and Bus solutions.
• Updating Care with our weekly marketing campaigns/offers (promo-codes) plus eligible users list.
• Providing Care tech updates as new versions of customer and Captain apps including the new added features in detail, new solutions versions, etc.
• Providing Care Weekly intercity updates (full schedule with Captain’s names, numbers, journeys times and bus type).
• Updating care with the new launched Lines and pricing changes.
• Updating care with all Bus processes regarding customers, captains and suppliers.
• Creating solutions for repetitive issues which affect our captains and customers satisfaction.
• Developing and maintaining standard operating procedures for common situations.
• Raising Captains and Customers issues to internal Bus team.
• Sorting and Quantifying daily received issues.
• Auditing on agent calls to figure out repetitive agent issues and working on solutions to better agent performance.
• conduct visits to care department on weekly basis.
• Process documentation.