CRM Specialist (Call Center)

TipTop is a leading local company transforming the online food delivery landscape in Iraq. Through our user-friendly website and mobile applications, we offer customers a convenient, secure way to order and pay for meals from our diverse network of Restaurant Partners. By connecting great restaurants with local customers, TipTop enables access to delicious food for delivery or pick-up, from early morning until late at night. In addition to food delivery, TipTop provides grocery delivery services via our digital platforms, saving customers time and effort by delivering groceries within minutes. Our mission is to simplify lives, eliminate the hassle of shopping, and bring convenience to every doorstep. For our Restaurant Partners, we create opportunities to expand their customer base, enhance their operations, and raise industry standards. TipTop’s success is powered by an exceptional multinational team, united by shared values of inclusivity and excellence. We are committed to developing talent by providing comprehensive training and support, empowering our team to build rewarding and fulfilling careers. Proud of the impact we’ve made, TipTop continues to connect people with food, fostering a seamless and delightful experience for customers and partners a like.

About the role
The Operations Specialist is responsible for dispatching TipTop orders efficiently, resolving driver and order issues promptly, and supporting fleet officers to ensure operational excellence and driver compliance.

Responsibilities
·      Coordinate the timely dispatch of TipTop orders.
·      Facilitate communication between drivers and the Fleet Officer, addressing issues promptly.
·      Monitor and resolve order discrepancies and delays effectively.
·      Utilize various tools proficiently to direct both car and motorcycle drivers efficiently.
·      Provide drivers with necessary information on routes, traffic, and alternative solutions.
·      Demonstrate proactive problem-solving skills in urgent situations.
·      Report critical incidents and irregularities to the Operations Supervisor promptly.
·      Maintain accurate records of essential information in designated reports.
·      Handle work effectively under pressure, demonstrating strong stress management skills.
·      Support Fleet Officers in designated regions during evening shifts.
·      Checking drivers’ attendance and adherence to working hours daily.
·      Following up on drivers’ compliance with TipTop policies and procedures.
·      Achieving monthly targets for average delivery times.
·      Building strong relationships with drivers to enhance loyalty to TipTop.
·      Completing other assigned tasks as directed by the Operations Supervisor.

Core Competencies
Demonstrated proficiency in data entry with fast typing skills.
Knowledgeable in emergency procedures and guidelines.
Exceptional organizational and multitasking abilities.
Strong listening skills and effective communicator.
Proficiency in using operational tools and software.
Strong problem-solving skills.
Analytical mindset for data interpretation and decision-making.
Attention to detail and accuracy in task execution.
Effective time management and prioritization abilities.
Team player with collaboration skills.
Ability to handle confidential information with discretion.

Education:

Diploma or Bachelor Degree

Languages:

Native Kurdish, Advanced Arabic, Intermediate English

Experience:
Fresh candidates are preferred, and 1-2 years of relevant experience would be advantageous.