Account Advisor

2 weeks ago

Cairo, Cairo, Egypt Delivery Hero Full time 15,000 - 30,000 per year
Company Description

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat's local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region. 

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops,  and provide our riders with reliable earning opportunities daily. 

At talabat, we foster an innovative environment where our talabaty employees can strive to create a positive impact across the region through the use of our platform. 

Job Description

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.

What's On Your Plate?

  • 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.

Qualifications

  • BSc Degree in Business Administration, or Equivalent.

  • Fluent English Language B2 level ( written communication and content writing).

  • Years of experience: At least 1 year in the Customer Care field.

  • Excellent communication skills, Complaint handling, and Decision Making.

  • Ability to identify and track relevant community KPIs.

  • Attention to detail, critical thinker, and problem-solver.

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