Team Lead Customer Care

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. talabats 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

To inspire and lead the team by example (role model) toward achieving self team and organizations main goals; efficiency effectiveness and revenues through applying vigorous coaching practice and continuous improvement through process optimization (orchestrate Operations).

Whats On Your Plate

• Support agents in the day-to-day operations to secure complete orders and achieve team members operations targets.

• Improve customer experiences and customer satisfaction by assisting agents with all requires tools and skills for order inquiries transactions and complaints resolution efficiently and effectively. 

• Conduct daily weekly and monthly coaching sessions for agents on all systems issues SOP skills attitudes and Apps to identify improvement areas and chart action plans with rigorous follow-up. 

• Review and analyze performance trends consistently and frequently for team members.

• Communicate performance results and goals to the team.

• Provide feedback and training recommendations.

• Implement corrective action procedures when required and manage and ensure schedule adherence.

• Manage the availability of agents on a real-time basis to ensure that service-level objectives are met.

• Help coordinate breaks lunches and training sessions to align with expected task volumes.

• Monitor attendance over time and take corrective action when required.

• Support day-to-day work processes in the contact center.

• Handle difficult escalated customers and troubleshoot all system-related issues.

• Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform. 

• Participate in or lead special projects within customer care to enhance and improve operations.  

• Conduct team meetings periodically and collaborate with internal stakeholders to provide support in managing offers and campaigns to ensure the timely completion of tasks.

• Attend daily weekly and monthly business review meetings.

• Attend monthly business review meetings with shared services to align business goals.

• Review and handle day-to-day operations; e-mails reports escalation and refund tasks daily. 

Qualifications :

Kindly take into consideration the below requirements before filling the form:

* Clean HR Records (deductions and warning letters).

* KPIs average of last 6 months 90% and above.

* End of year performance (performing and above)

* Make sure you fill the form with your business email without any spaces and entered (unless this you will be disqualified) 

* You need to make sure that you pass the tenured level required as per our internal policy.

*B2 English level 

Please make sure to fill this form as well:  Work :

No

Employment Type :

Contract