Job Description

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.

    • Apply for this Position

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