Account Advisor - OSU

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.

Who are we?

Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat’s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.

We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.

At talabat, we foster an innovative environment where our talabaty employees can strive to create a positive impact across the region through the use of our platform.

Role Summary

Overall responsibilities are to handle and resolve all customer complaint types in a 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, delayed 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).

What Did We Order?

• University graduate.

• 1-2 years of experience in Call Center, Chat, Outbound, or similar fields in E-commerce, Telecommunications, Hotel Management, or Customer Service.

• Strong customer service skills (communication and complaint handling.

• Competent in MS Office (Word, Excel, PowerPoint).

• Solid knowledge of Talabat’s products, services, SOPs, and systems.

• Positive demeanor, multitasking skills, and strong interpersonal abilities.