Account Advisor

Overall responsibilities are to handle and resolve all customers' complaint types in a professional, efficient, and effective manner to ensure customer satisfaction and loyalty.

Job Responsibilities And Duties

• 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 with service recovery (compensation matrix and authority).
• Collect caller’s feedback and, suggestions, forward it to direct team leader for future action.