Call Center Agent

The role focuses on following up and confirming orders to ensure a smooth experience for customers and partner restaurants. This includes verifying order placement, handling ratings and messages from customers and drivers, and resolving any issues that may arise during the process. Responsibilities also involve coordinating with relevant departments to ensure the highest quality of service is delivered.

• • Access work systems (Contact Code, CRM, Web Dash) and ensure proper sign-out at the end of each shift.
  • Communicate effectively with partner restaurants to ensure orders are accepted within 90 seconds.
  • Follow up on and resolve order confirmation issues, escalating to relevant departments when necessary.
  • Modify orders in accordance with current policies and situational requirements.
  • Make informed decisions to reject orders when needed and clearly communicate the reasons to customers.
  • Contact new users to verify the accuracy of their listed addresses in line with company policy.
  • Receive complaints from partners and drivers, address urgent issues, and escalate them to the appropriate departments.
  • Process customer ratings and follow up with relevant departments to ensure resolution.
  • Provide customer compensation in accordance with company policies.
  • Respond to incoming customer messages via Live Chat and resolve issues promptly.
  • Handle driver messages according to required standards and escalate to appropriate departments when necessary.
  • Keep the shift supervisor informed of daily challenges that may affect workflow.

• Bachelor’s degree or current university student 
• Proficiency in Microsoft Office, especially Excel and Outlook.
• Basic knowledge of CRM and order management systems.

• Strong communication skills, with the ability to clearly convey information and actively listen to support high-quality service and team efficiency.
• Excellent active listening skills to accurately understand customer and partner needs.
• Ability to work collaboratively within a team to efficiently achieve common goals.
• Flexible and adaptable, with the ability to manage change and respond calmly to upset or demanding customers and drivers.
• Strong problem-solving skills, with the ability to quickly identify and implement effective solutions for customer and partner issues.
• Effective time management skills to complete tasks efficiently within shift hours without compromising quality.
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• Work Schedule and Flexibility:
• Our work environment is designed to offer flexibility that accommodates both our employees' commitments and operational needs. Shifts are scheduled weekly based on individual circumstances (including university obligations) while ensuring alignment with business priorities. 

Shift System:

Morning Shift: 8:00 AM – 4:00 PM
Evening Shift: 4:00 PM – 12:00 AM
Night Shift: 12:00 AM – 8:00 AM

Your assigned shifts may vary weekly among the three time slots according to the approved schedule.
Each employee is entitled to one day off per week, determined within the weekly schedule.

The candidate must be fully available and not committed to any other job or employment during the period of work.