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Account Advisor Ii

2 weeks ago

مصر, 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?

University graduate.
- Years of experience: At least 1 year in the Customer Care field.
- Excellent communication skills, Complaint handling, and Decision Making.
- Excellent English Level