Coordinator New Ventures - Operations

Role Summary/Overview
Handling Customer Critical Cases and Coming up with resolutions in different markets (UAE, Kuwait, Qatar,
Bahrain, etc.) Support the first line and investigating Customer and partner calls.

What Did We Order?
• New ventures (talabat Pro, Rewards, tDine, etc.) in different markets (UAE, Kuwait, Qatar, Bahrain, etc.)
• Resolve escalations/ L2 tickets:
• Receiving customer complex cases (i.e. any case that cannot be handled by front line agents as
per defined SOPs) and distributing them to customer care agents
• Escalating to team lead for critical or new cases
• Escalating and following up with the Product regional team on technical issues; Raising Jira and
tPops tickets and following up on resolution2

• First line support on critical issues:
o Investigating customer cases and coming up with resolutions as per defined SLAs
o Handling compensations and refunds as per defined policy

• Conduct investigations and exploratory calls with Partners:
• Contacting customers (email & calls) to understand more about raised issues and ensuing the
loop is closed with the customers
• Contacting restaurants to understand more about raised issues (e.g. restaurant rejected tDine)
• Running ad-hoc surveys / call campaigns to select customers (for example: understanding why
churn goes up)

• Clear disciplinary action records.

• KPI average of 90% or above over the last six months.

• Must have at least 12 months of tenure in both the company and the current position.

• Must be on track or performing in performance cycles to be considered. 

Please make sure to apply on this form as https://docs.google.com/forms/d/e/1FAIpQLSffNuoU4wKJevdHJs8BYKX44TRgqewOOj-G62Km4LVCMkmpaA/viewform?usp=publish-editor

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.