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Account Advisor-Complaints Team

Maadi, Cairo
Posted 1 year ago
199Applicants for30 open positions
  • 92Viewed
  • 17In Consideration
  • 75Not Selected
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Job Details

Experience Needed:
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Job Description

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.

Job Requirements

What Did We Order?

  • Bachelor's‌ ‌Degree, ‌‌preferable in Business Administration or hotel management. 
  • 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.

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