CS Operations Agent

TL;DR

CS Operations Agent (Mobility): Resolving customer queries across hirify.global Food, Ride, Rentals, and Business products with an accent on speed, accuracy, and customer empathy. Focus on meeting strict SLAs, optimizing internal workflows, and leveraging AI tools to improve operational efficiency.

Location: Hybrid in Nicosia, Cyprus (at least 12 monthly in-office days)

Company

Global mobility platform providing ride-hailing, food delivery, scooters, and car-sharing services across 50 countries.

What you will do

• Handle customer inquiries via chat, email, and voice, resolving issues related to rides, orders, payments, and cancellations.
• Ensure all resolutions align with hirify.global policies and meet SLAs for speed, accuracy, and satisfaction.
• Follow internal workflows and SOPs, apply accurate ticket tagging, and flag tooling or process gaps.
• Maintain up-to-date knowledge across all product verticals and participate in continuous upskilling.
• Meet and exceed KPIs including FRT, AHT, and CSAT.
• Collaborate with team leads and peers to ensure smooth operations during high-demand situations.

Requirements

• Fluent Greek (C2/Native) and written/spoken English.
• Strong experience in customer support or complex case handling.
• High emotional intelligence and resilience.
• Strong analytical, investigative, and decision-making abilities under pressure.
• Comfortable working rotating, shift-based schedules in a 24/7 operation.
• High attention to detail and documentation standards.

Culture & Benefits

• Competitive salary and stock options.
• Hybrid work model combining flexibility with in-person collaboration.
• Wellness perks for physical and mental health.
• One-month paid sabbatical after 5 years of service.
• Annual company events and smaller team gatherings.
• Culture of daily AI usage to optimize work processes.