Account Advisor Ii

2 weeks ago


Cairo, Cairo, Egypt Talabat Full time

Role Summary:

  • Overall responsibilities are to handle and resolve all incoming live chat customer inquiries and complaints in a professional, efficient, and effective manner to ensure customer satisfaction and loyalty.


Role Scope
  • Handle all incoming live chats such as; late confirmation, missing items, wrong, payment, refund, modification, incomplete and canceled orders, agent's demeanor (LOB centers), escalation, vouchers, offers, and technical issues.
  • Handle complaint cases related to vendors such as driver attitude, delayed delivery, missing items, and food quality.
  • Register all complaints in the system and maintain accurate TAT based on SOP escalation business rules.
  • Communicate vigorously with different internal and external channels to ensure complete order.
  • Comply with Talabat's standard guidelines and processes in relation to service recovery (compensation matrix and authority).
  • Collect customer feedback and suggestions, and forward them to the direct team leader for future action.
What Did We Order?

  • Education level: University graduate.
  • Major: Business Administration or Hotel Management is preferable
  • Years of experience: 1 year in Customer Care.
  • Excellent Communication skills.


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