خبير خدمة العملاء

Responsibilities

1. Handle complex and high-impact customer, rider, and merchant cases requiring investigation and coordination beyond frontline support.
2. Own escalations through resolution, protect customer safety, and identify opportunities to improve the customer experience.

Requirements

1. Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.
2. Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.
3. Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution. Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines.
4. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions. Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.
5. Investigate complex merchant complaints and coordinate with responsible teams to reach a resolution. Maintain accurate records, update trackers, follow up with stakeholders, and own assigned cases through closure.
6. Analyze trends by LOB, vendor, FAQ, and contact reason to identify key satisfaction and dissatisfaction drivers. Review dissatisfied interactions to identify gaps in agent handling, processes, systems, or service delivery.
7. Recommend corrective actions, coordinate with Operations, Quality, Training, and business teams, and track the effectiveness of implemented changes.
8. Share performance insights, recurring issues, case examples, and best practices through regular reports and frontline guidance.

Highlights

1. Work on an international platform, engaging with a diverse customer and merchant base to broaden global perspectives.
2. Benefit from a comprehensive training system and clear career development pathways to accelerate personal growth.
3. Based in Dubai, enjoy competitive compensation, benefits, and a modern office environment.