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Managing and monitoring Deliveries

• Keeping external stakeholders informed of any issues that may arise
• Answering queries from external stakeholders in a timely manner, be it phone, email or slack or live chat
• Ensuring good communication between couriers and customers to ensure successful delivery and in turn helping us meet our SLA’s
• Working collaboratively with other team members to improve operational performance every day
• Proactively tracking live orders to ensure everything is running smoothly and SLA’s are being met

Managing and monitoring Online Ordering

• Daily monitoring of Freshdesk ticketing system and responding to tickets in line with our first response SLA

. Logging all calls into Freshdesk

. Monitoring incidents and change requested logged in Jira, and keeping clients updated on progress in Freshdesk

. Triage and escalate complex issues to the 2nd line team

About you:

• You enjoy problem-solving and you’re a great communicator
• You’re results-driven and enjoy targets
• Highly organised, able to prioritise and work under pressure and to deadlines
• Strong interpersonal skills
• Strong written and verbal skills
• Customer-focus
• Good team player