Customer Service Associate (Call Center)

Job Summary:

The CSA (Customer Service Associate) will answer incoming calls from customers to

respond to inquiries, manage complaints and provide general information regarding their placed orders. He/She will be a member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online through our delivery partner apps. Additionally, agents are responsible for making outbound calls to further resolve complaints and customer issues and gather survey data.

Main duties will include, but are not limited to:

• Answering phone calls from customers professionally and responding to customer inquiries

and complaints.

• Researching required information using available resources through our ERP system and

collaborating with the units’ chefs-in-charge.

• Handling and resolving customer complaints regarding their food orders.

• Identifying, escalating priority issues and reporting to the high-level management.

• Serve as a liaison between our delivery partners (Talabat and Zomato) and customers to

resolve concerns and complaints.

• Following up complicated customer calls where required.

• Completing call notes and call reports as necessary.

• Recording details of comments, inquiries, complaints, and actions taken.

• Managing administration, communicating, and coordinating with internal departments.

• Submit daily, weekly, and monthly call reports to the operations team to formulate action

plans on improving our services and food quality.

• Collate customer reviews and feedback through our delivery partners apps.

• Other duties as assigned.

Qualifications and Skills:

• 1-3 years of experience in a call center environment

• Superior phone and verbal communication skills along with active listening

• Arabic communication skills is a plus

• Familiarity with CRM and ERP systems and practices

• Customer focus and adaptability to different personality types

• Ability to multi-task, set priorities and manage time effectively

• Excellent data entry and typing skills

• Ability to handle stressful situation appropriately