Job responsibilities and duties:

Task

Handle all complaint cases received from different channels such as; late, missing, wrong payment, refund, offers and canceled orders, agents 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 Talabats standard guidelines and processes in relation to service recovery (compensation matrix and authority).

Collect callers feedback and suggestions, and forward it to the direct team leader for future action.

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