دروفوكس تعلن عن وظيفة وكيل تجربة العملاء - دعم شركاء السائقين في الرياض

About drovox

dovox is a Saudi technology and mobility platform operating as an electronic ride-hailing broker, connecting passengers with approved professional drivers - called Heroes - through its applications. The company is building reliable, accessible and technology-enabled mobility experiences with a focus on safety, simplicity, service quality and accountable support.

Responsibilities

• Respond to Hero inquiries through approved channels, including account, onboarding, trip, payment, incentive, document, app and policy questions.
• Diagnose issues, explain next steps clearly and resolve cases within authority and SLA.
• Maintain accurate case notes, categories, evidence and follow-up commitments in the CRM or ticketing system.
• Escalate safety, fraud, payment, platform, policy or high-impact cases using the approved matrix.
• Coordinate with Operations Support, City Operations, Finance, Product, Technology, Legal/Compliance and Customer Experience.
• Treat Heroes as long-term partners and protect dignity, fairness and transparency in every interaction.
• Identify recurring friction in onboarding, payments, incentives, app usage or policies and feed structured insights to the business.
• Support approved Hero education, campaign communication and process or feature rollouts.

Success measures

• Hero satisfaction and interaction quality.
• First-response and resolution time.
• First-contact resolution rate.
• Case quality, documentation and policy accuracy.
• Re-open, repeat-contact and escalation rates.
• Attendance and schedule adherence.

• Qualifications
• 0-3 years of experience in customer support, driver operations, call centers, hospitality, logistics or a service environment; strong fresh graduates are welcome.
• Diploma or bachelor's degree, or equivalent practical experience.
• Strong Arabic communication and working English proficiency.
• Patient, respectful and able to explain policies or technical steps simply.
• Comfort using CRM, ticketing, chat, phone and digital tools.
• Ability and commitment to work rotating shifts, including nights, weekends and public holidays, subject to the approved roster.
• Sound judgment and composure when handling frustrated or financially sensitive cases.

Preferred background

• Experience supporting drivers, couriers, sellers, merchants or other platform partners.
• Exposure to ride-hailing, delivery, transport, payments or onboarding operations.
• Experience with quality frameworks, SLAs or case management.
• Ability to identify patterns and communicate improvement ideas.