Role Objective: As a Customer Operations Specialist at THKEL (ثقيل), you are the heartbeat of the daily operation. Working in a 24/7 shift environment, your focus is to ensure every customer request is successfully fulfilled by providing real-time support to both transport providers and customers. Key Responsibilities:Real-time Request Monitoring:Watch active requests to ensure they are picked up by providers and executed according to the timeline. Proactively intervene if a provider is delayed or if a customer requires immediate assistance. Provider & Customer Support:Assist drivers and customers in navigating the THKEL App to ensure a smooth fulfillment journey. Resolve live operational issues such as location errors, status updates, or communication gaps. Incident & Quality Reporting:Document any fulfillment failures or system issues during the shift and report them to the Operations Manager. Ensure that every completed request meets THKEL’s quality and safety standards. Qualifications & Requirements:Language Skills: Bilingual fluency in Arabic and English (Written and Spoken) is mandatory to support our diverse user base. Shift Flexibility: Must be able to work in a rotating 24/7 shift system (Morning, Evening, Night). Experience: 1–2 years in Customer Support, Dispatching, or Logistics Operations.