Account Advisor II – Chat

Account Advisor II – Chat

About the job
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.
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Role Scope
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.

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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.
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What Did We Order?
Education level: University graduate.
Major: Business Administration or Hotel Management is preferable
Years of experience: 1 year in Customer Care.
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