Account Advisor II – Chat

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.

Job Summary

Overall responsibilities are to handle and resolve all incoming live chat customer’s inquiries and

complaints with 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, delay 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’s feedback and suggestions, forward it to the direct team leader for future

action.

What Did We Order?

Education

Education level: University graduate –( 6 months to 1 year of experience )

Major: Business Administration or Hotel Management is preferable

Experience

Years of experience: 1 year in Call Center is an advantage

Field of experience: Preferably E-Commerce / telecommunication / Customer Service

Type of experience: Contact Center, preferably in Talabat

Major Skill Sub – Skill

Knowledge AreasProducts, services, SOP, systems

English Proficiency Overall TOEIC scoring

(Test of English for International Communication)

ComputerMS Office

Speed Typing Overall scoring

Soft Skills

• Customer service
• Communication
• Complaint handling
• Contact Center Job Fit

Personality

• Cheerful / Pleasant voice
• Decision Maker