Operations Coordinator Beirut - Lebanon

Operations Coordinator

at CAFU Beirut - Lebanon KEY RESPONSIBILITIES:
Monitor and respond to customer inquiries in a timely manner via non-voice communication channels, ensuring high-quality and empathetic assistance. Handle emergency service-related queries, such as vehicle breakdowns, roadside support and emergency fuel inquiries. Collaborate with cross-functional teams, including operations and producers, to address customer concerns and provide effective solutions. Provide step-by-step guidance to customers on using the Cafu.com app during emergency situations, including requesting immediate assistance and tracking service providers' arrival. Maintain accurate and detailed records of customer interactions, issues, and resolutions within our customer support system. Escalate complex issues to senior team members or supervisors as needed while taking ownership of cases until they are resolved. Stay up-to-date with Cafu.com's emergency service offerings, policies, and procedures to provide accurate and relevant information to customers.

SKILLS/COMPETENCIES REQUIRED :

Ability to solve problems to meet customer needs. Proactive approach, creative mindset and ability to solve practical issues, with a data driven decision and sound business judgement Exceptional communication and organizational skills. Track record of successfully colloboarting within a team Self-motivated, independent and with strong organizational and time management skills. You will need to be passionate, energetic, driven to achieve progress and growth by thinking above and beyond.

JOB PREREQUISITES:

Currently enrolled in or recently graduated from a relevant degree program (e.g., emergency management, Operations Coordinator communications, hospitality, etc.). Strong passion for providing excellent customer service and helping others during emergency situations. Exceptional written communication skills, with the ability to convey complex information clearly and concisely through non-voice channels. Empathetic and patient demeanour with the ability to remain calm under pressure. Ability to multitask, prioritize, and manage time effectively while handling multiple customer interactions. Proficiency in using technology and willingness to learn new tools and software quickly. Flexibility to work in a dynamic and fast-paced environment, including weekends and holidays.* Fluency in English is required; Arabic is a plus.