1. Work Process:

• Overseeing the full process of order transaction from the stage of order confirmation till order delivery and making sure customer experience is as smooth as possible.

• Making sure that order cards are printed and sorted based on the required time slots and areas.

• Consulting with the different brands, florists, and riders to make sure the order is complete and ready for delivery on time.

• Assists in troubleshooting and resolving safety, and operational issues.

• Relating to the above, it requires that the ops agent make sure to order all brand products ahead of time enabling the preparation of the order.

• Making sure all order details are in place which includes addresses, card messages, products, etc…

2. Following up and problem-solving:

• Following up and working to solve tickets received from customer service relating to issues faced by customers such as late orders, missing items, etc.

• Call customers when required to answer specific requests or solve issues.

• Answer calls, WhatsApp, and live chat messages when required.

3. Teamwork:

• Collaborate with florists to make sure the products are arranged in a timely manner.

• Collaborate with drivers to make sure orders are delivered on time.

• Share continuous on-ground feedback and knowledge with line managers to improve and bring efficiency to operations.

• Collaborate with inventory teams when required to make sure all items are in stock and accounted for.

• Collaborate with procurement teams when required to help co-ordinate with suppliers.