Operations Agent

Floward

Job Purpose

The Operations Agent is responsible for ensuring the smooth and timely fulfilment of customer orders from confirmation through delivery. This role coordinates closely with customers, florists, drivers, and internal teams to maintain high service quality, accurate order processing, efficient management, and on-time deliveries, while supporting daily operational requirements.

Key Responsibilities

Order Transaction Oversight:

Manage the entire order process from confirmation to delivery, ensuring a smooth customer experience.

Print and sort order cards based on required time slots.

Stakeholder Liaison

Coordinate with different brands, florists, and riders to ensure orders are complete and ready for on-time

delivery.

Proactively order all brand products ahead of time to facilitate order preparation.

Order Details Management

Ensure all order details, including addresses, card messages, and products, are accurate and in place.

Address and resolve customer service tickets related to issues such as late orders or missing items.

Riders Onboarding And Training

Take ownership of the full riders onboarding and training process, covering account creation, application

download, and usage.

Call customers as needed to address specific requests or resolve issues; respond to calls, WhatsApp, and

live chat messages.

Collaboration And Communication

Work closely with florists to ensure timely arrangement of products.

Collaborate with drivers to ensure orders are delivered punctually.

Handle business communication software (Slack) for effective communication among all countries.

Address and manage tickets created by the customer service team

Flexibility

Skills and Qualifications

Flexible to work in rotational shifts.

Experience

Minimum of 3 years experience in customer service.

Language Skills

Fluency in English and Arabic is mandatory.

Communication And Interpersonal Skills

Excellent verbal and written communication skills.

Strong interpersonal skills for effective stakeholder management.

Organizational Skills

Strong organization and time-management abilities.

Presentation And Technical Skills

Excellent presentation skills.

Proficient in MS Office.

Attention-to-Detail

Strong attention-to-detail to ensure accuracy in order details and customer service issue resolution