Job Description
Overall responsibilities are to handle and resolve all customers’ complaint types with 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, 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 resolution .
- Comply with Talabat’s standard guidelines and processes in relation to service recovery (compensation matrix and authority).
- Collect caller’s feedback and suggestion, forward it to direct team leader for future action.
Job Requirement
- Bachelor’s Degree, preferable in Business Administration or hotel management.
- 1-2 years of experience in E-Commerce, telecommunication, hotel management or Customer Service.
- Strong communication skills, both written and verbal.
- Excellent Customer service and complaint handling skills.
- Good MS office knowledge.