Account Advisor II - OSU

Account Advisor II - OSU

17-20 years
Not Specified

Job Description

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.
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 Did We Order
Bachelor's Degree, preferable in Business Administration or hotel management. For undergrad, gap year with 2 years of experience is required.
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.

Job Details

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About Talabat

Talabat (Arabic: طلبات, Ṭalabāt) is an online food ordering company founded in Kuwait in 2004. As of April 2021, Talabat operates in Kuwait, Saudi Arabia, Bahrain, the United Arab Emirates, Oman, Qatar, Jordan, Egypt, and Iraq. A subsidiary of Delivery Hero since 2016, Talabat became the largest online food ordering company in the Middle East.

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