Account Advisor

2 weeks ago

Cairo, Cairo, Egypt Delivery Hero Full time 60,000 - 120,000 per year
Company Description

talabat is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

Role Summary

Overall responsibilities are to handle and resolve all customer complaint types in a professional, efficient, and effective manner to ensure customer satisfaction and loyalty.

What's On Your Plate?

  • Handle all complaint cases received from different channels such as; late, missing, wrong payment, refund, offers and canceled orders, agent's demeanor (LOB centers), and technical issues.
  • Handle all 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.
  • Consistent complaint follow-up with customers to ensure full resolution of their cases.    
  • Communicate vigorously with different internal and external channels to ensure complete resolution (LOB centers/ vendors).   
  • Comply with Talabat's standard guidelines and processes in relation to service recovery (compensation matrix and authority).   

What Did We Order?

  • University graduate.
  • 1-2 years of experience in Call Center, Chat, Outbound, or similar fields in E-commerce, Telecommunications, Hotel Management, or Customer Service.
  • Strong customer service skills (communication and complaint handling.
  • Competent in MS Office (Word, Excel, PowerPoint).
  • Solid knowledge of Talabat's products, services, SOPs, and systems.
  • Positive demeanor, multitasking skills, and strong interpersonal abilities.

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