Account Advisor II - Chat

When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in ‎2004, we've grown quite a lot over the past ‎17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than ‎3,000+ employees! Our food delivery business works with over
‎27,000 brands and almost ‎50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in ‎30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in ‎2020, we have
facilitated the donation of well over ‎1 million meals to those in need, as
well as donated over $‎1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Job Summary:
Overall responsibilities are to handle and resolve all incoming live chat
customer's inquiries and
complaints with 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, delay 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's feedback and suggestions, forward it to the direct team leader for future
action.
What Did We Order?
Education
Education level: University graduate -( ‎6 months to ‎1 year of experience )
Major: Business Administration or Hotel Management is preferable
Experience:
Years of experience: ‎1 year in Call Center is an advantage
Field of experience: Preferably E-Commerce / telecommunication / Customer
Service
Type of experience: Contact Center, preferably in Talabat
Major Skill Sub - Skill
Knowledge AreasProducts, services, SOP, systems
English Proficiency Overall TOEIC scoring
(Test of English for International Communication)
ComputerMS Office
Speed Typing Overall scoring
Soft Skills Customer service
* Communication
* Complaint handling
* Contact Center Job Fit
Personality Cheerful / Pleasant voice
* Decision Maker