Account Advisor - Chat

talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

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.

  
  

• 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.