Abdullah Hassan Email & Phone Number

Egypt

Cairo, Cairo Governorate, Eg

* Handling all talabat regions when it comes to the operations training.* Manage PK & Softskills Trainings between COPs, POPs and Sales Operations.* Liaise with managers to determine training needs and schedule training sessions.* Design full kit effective training programs.* Conduct seminars, workshops, individual training sessions etc.* Support and mentor new employees.* Conduct evaluations to identify areas of improvement.* Monitor employee performance and response to training. * Maintain necessary documentation/case fles, program data entry and records and provide pe-riodic progress reports as necessary.

* Handling all tMart cases realted with customers via chat/calls.* Following up with customers regarding their complaints.* Comply with Talabat’s standard guidelines and processes in relation to service recovery (compensation matrix and authority).* Collect customer’s feedback and suggestions, forward it to the direct team leader for future.* coordinate with talabat dark-stores.

* Providing knowledge, resources and information to support agents* Address customers concerns accurately and timely.* Assist advisors with material request and account updates* Ensuring accuracy of the content.* Coaching and training agents on improving Customer Interaction and offering advisors guidance.* Show a comprehensive knowledge of products and services and their competitive advantages through continues self-improvement and following quality standards.

* Monitor remote chats/calls from the CSAT perspective. * Analyze customer complaints and bad ratings and set an action plan.* Analyze quality scores and share insights along with the action plan to improve QA scores and processes.* Report the repeated offenders from a quality or complaints point of view.* Measuring the improvements to the monitoring process and the coaching is given.

* Handle all incoming cases from customers such as; late confirmation, missing items, wrong, payment, refund, modification, incomplete and canceled orders, agent’s demeanor (LOB centers), escalation, vouchers, offers and technical issues.* Handle complaint cases related to vendors such as driver attitude, delay delivery, missing items and food quality.* Register all complaints in the system and maintain accurate TAT based on SOP escalation business rules.* Communicate vigorously with different internal and external channels to ensure complete order.* Comply with Talabat’s standard guidelines and processes in relation to service recovery (compensation matrix and authority).* Collect customer’s feedback and suggestions, forward it to the direct team leader for future.* Support Other LOBs when needed such as (CC email - Escalation - Refund and Validation - Outbound).

* Train and guide new employees.* Schedule appropriate training sessions.* Keep attendance and other records* Prepare hard copy training materials such as module summaries, videos, and presentations.* Develop monitoring systems to ensure that all employees are performing job responsibilities according to training

* Investigates clients’ complaints and coordinates with the relevant departments as needed to provide timely and efficient feedback in accordance with complaints guidelines set by the Department.* Provide exemplary complaint resolution and customer service to ensure a fair and consistent approach is delivered to customers.* Maintain a high standard of grammatically and factually correct responses, whilst also applying empathy and clarity.* Guide and assist other team members, in case required, in achieving resolutions for difficult complaints including follow up on service standards until its finalization.* Responsible of the complaints' filing and reports.* Handle all the stores realted (Inquiers, complaints)