To guarantee efficient order management and dispatching, ensuring timely deliveries through ongoing monitoring and swift action in the event of operational issues. This role also entails promptly receiving and addressing driver-related tickets to uphold operational continuity and service quality.
Duties & Responsibilities:
Dispatch Operations:
1. Allocate and assign orders to the closest available driver, especially for delayed or pending orders.
2. Confirm driver acceptance and ensure immediate departure toward the restaurant.
3. Provide quick alternatives when drivers are unavailable and reassign orders as needed.
4. Track order status throughout all operational phases.
5. Act promptly to resolve any issues impacting delivery times.
6. Collaborate with drivers, Customer Service, and Partner Care teams to address operational challenges effectively.
Driver Ticket Support:
1. Promptly receive and resolve tickets related to drivers.
2. Address delivery-related issues including delays, cancellations, order visibility problems, and distance concerns.
3. Manage payment concerns involving cash and wallet transactions.
4. Follow up on technical problems related to the application.
5. Monitor affected drivers and process compensation according to policy when applicable.
6. Coordinate with relevant departments to ensure timely resolution.
Benefits
- Private Health Insurance
Skills Required
- Experience allocating and assigning orders to drivers and managing dispatch operations
- Ability to monitor order status end-to-end and act to resolve delivery delays or issues
- Experience receiving and resolving driver-related tickets including cancellations and visibility problems
- Ability to manage payment issues involving cash and wallet transactions
- Capability to follow up on and escalate technical application issues to appropriate teams
- Experience coordinating with cross-functional teams (Customer Service, Partner Care) to resolve operational challenges
What We Do
Ninja is an online supermarket and delivery platform founded in 2022 in Riyadh, Saudi Arabia. It provides a wide range of products, including groceries, beauty, and household essentials, delivered in under 30 minutes through a network of dark stores. The company operates across Saudi Arabia and has expanded its services to other GCC countries, focusing on speed, reliability, and convenience for its customers.
