Coordinator New Ventures Operations
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role Summary/Overview
Handling Customer Critical Cases and Coming up with resolutions in different markets (UAE Kuwait Qatar
Bahrain etc.) Support the first line and investigating Customer and partner calls.
What Did We Order
New ventures (talabat Pro Rewards tDine etc.) in different markets (UAE Kuwait Qatar Bahrain etc.)
Resolve escalations/ L2 tickets:
Receiving customer complex cases (i.e. any case that cannot be handled by front line agents as
per defined SOPs) and distributing them to customer care agents
Escalating to team lead for critical or new cases
Escalating and following up with the Product regional team on technical issues; Raising Jira and
tPops tickets and following up on resolution2
First line support on critical issues:
o Investigating customer cases and coming up with resolutions as per defined SLAs
o Handling compensations and refunds as per defined policy
Conduct investigations and exploratory calls with Partners:
Contacting customers (email & calls) to understand more about raised issues and ensuing the
loop is closed with the customers
Contacting restaurants to understand more about raised issues (e.g. restaurant rejected tDine)
Running ad-hoc surveys / call campaigns to select customers (for example: understanding why
churn goes up)
Qualifications :
Clear disciplinary action records.
KPI average of 90% or above over the last six months.
Must have at least 12 months of tenure in both the company and the current position.
Must be on track or performing in performance cycles to be considered.
Please make sure to apply on this form as Work :
No
Employment Type :
Contract
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more
