About the opportunity
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.
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).
Collect caller’s feedback and suggestion, forward it to direct team leader for future action.
What you need to be successful
What Did We Order?
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.
Who we are
As the region’s leading local tech organization, we’re proud to say that we have been delivering for millions of people right across MENA for the past 18 years.
We were founded in Kuwait in 2004, and acquired by Delivery Hero (DHER) in 2015. This gives us a unique outlook - local knowledge with global expertise. It also allows us to innovate, create, and bring new technologies for the betterment of the MENA region, such as q-commerce, sustainable packaging, cloud kitchens, autonomous delivery vehicles, robots, and drones.
We deliver across 9 countries with more than 4,500+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches.
Our q-commerce concept, talabat mart (121 Stores), now delivers groceries to customers in Bahrain, Iraq, Egypt, Jordan, Kuwait, Oman, Qatar, and the UAE in 30 minutes or less!
talabat is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide
