Job Summary

Careem ATS Pakistan is seeking motivated and detail-oriented Service Agents for Operations Support. This role is pivotal in ensuring seamless support for our operations team, handling queries, monitoring processes, resolving service-related issues, and delivering the highest standard of customer and partner assistance. As a Service Agent, you will play a key role in maintaining operational efficiency, supporting drivers and riders, and enhancing overall service quality.

Key Responsibilities

• Provide prompt and professional support to drivers, captains, and customers via chat, calls, or email.

• Monitor operations dashboards and proactively address service disruptions.

• Assist in managing booking, cancellations, payment issues, and service complaints.

• Coordinate with internal teams to resolve escalations efficiently.

• Maintain accurate records of issues and resolutions in the system.

• Support process improvement initiatives to optimize operations.

• Ensure compliance with company policies and standard operating procedures.

• Contribute to achieving KPIs such as response time, resolution time, and customer satisfaction scores.

Required Skills and Qualifications

• Bachelor’s degree in Business Administration, Operations, or a related field (preferred).

• Strong communication skills in English and Urdu (both written and verbal).

• Proficiency in MS Office and familiarity with CRM tools or ticketing systems.

• Ability to multitask in a fast-paced environment.

• Problem-solving mindset with keen attention to detail.

• Ability to remain calm and professional under pressure.

Experience

• Fresh graduates are encouraged to apply.

• 1–2 years of experience in customer support, operations, or service management is an added advantage.

Working Hours

• Full-time position.

• Flexible shifts including weekends and evenings, based on operational needs.

Knowledge, Skills, and Abilities

• Strong interpersonal skills to handle diverse stakeholders.

• Analytical ability to identify root causes of service issues.

• Team player with a proactive attitude.

• Familiarity with ride-hailing, delivery, or transport service industries will be a plus.

Benefits

• Competitive salary package.

• Health and wellness benefits.

• Performance-based incentives.

• Paid annual and sick leave.

• Professional training and career development opportunities.

• Exposure to a dynamic and innovative work environment.

Why Join Careem ATS Pakistan?

At Careem, we are not just a ride-hailing company – we are on a mission to simplify and improve lives in the region. As a Service Agent, you will be part of a fast-growing company that thrives on innovation, inclusivity, and employee growth. You will gain hands-on experience in operations support while contributing to a company that values teamwork, creativity, and service excellence.

How to Apply

Interested candidates are invited to submit their updated CV along with a brief cover letter to us with the subject line: Application for Service Agent – Operations Support.