Account Advisor II - Chat

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

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.

• 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.

What Do we order?

• University graduate.
• Years of experience: At least 1 year in the Customer Care field.
• Excellent communication skills, Complaint handling, and Decision Making.
• Excellent English Level - B2 and above.