Delivery Support Representative

About the role

The Delivery Support Representative will oversee last‑mile delivery operations for both scheduled and on‑demand clients, ensuring that every order meets its service‑level agreement. You will act as the central point of contact between drivers, internal teams, and customers to keep deliveries on track.

Key responsibilities

• Manage the delivery workflow from order creation on the dashboard through to final delivery.
• Monitor active orders to guarantee compliance with client SLAs.
• Troubleshoot and resolve technical issues affecting the driver application.
• Collaborate with internal departments to quickly address driver problems and delivery impacts.
• Escalate potential risks identified by the driver network to senior management.
• Document all delivery impacts and actions taken within the delivery system.
• Maintain accurate customer interaction records using CRM software such as Freshworks.
• Stay informed on industry trends and product updates to provide accurate information.
• Contribute to knowledge‑base articles and support documentation.
• Identify process‑improvement opportunities and participate in team meetings and training.

Required profile

• Completed Matric qualification.
• Minimum of 2 years of customer service experience.
• Excellent verbal and written communication skills.
• Strong negotiation abilities.
• Proficient with computers and standard office applications.

Required skills

• Freshworks (CRM) or similar customer‑relationship management platform.