When you think of food delivery in the MENA region, we\xe2\x80\x99d be pretty surprised if talabat didn\xe2\x80\x99t pop into your mind first! Since delivering our first order in Kuwait in 2004, we\xe2\x80\x99ve grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees! Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less!

Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate. Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region. Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers. talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

The Customer Experience Specialist will be responsible for maintaining customer experience the customer experience metrics at talabat through customer feedback while communicating with the different stakeholders to set up action plans aimed at improving the metrics.

What\xe2\x80\x99s On Your Plate?

\xe2\x97\x8f Coordinate with the different stakeholders to measure customer experience performance
\xe2\x97\x8f Collate Periodic customer reviews for the Kitchens regionally and communicate with the different stakeholders
\xe2\x97\x8f Support in the action plan targeted to enhance the customer experience metrics
\xe2\x97\x8f Follow up on the action plans set with the different stakeholders
\xe2\x97\x8f Establish trend analysis on a Monthly Basis and cascaded the trend to different brands
\xe2\x97\x8f Communicate with the customer in case of challenges with the orders and develop a solution to ensure customer satisfaction
\xe2\x97\x8f Ensure the highest level of customer satisfaction by responding to any customer inquiries or complaints and addressing the same to the concerned brands
\xe2\x97\x8f Contact restaurants for delayed and incoming orders, also monitor the late orders
\xe2\x97\x8f Register in a complaint register / log any problem/request that needs escalation to different departments and monitor its progression until the issues are fully resolved

What Did We Order?

\xe2\x97\x8f Strong communication skills
\xe2\x97\x8f 5-7 years experience in customer experience
\xe2\x97\x8f Enjoys the challenge of interacting with a wide range of customers
\xe2\x97\x8f The candidate must be a proactive problem solver and must be able to foresee a problem and manage to formulate proactive control measures to avoid the problems from recurrence.
\xe2\x97\x8f People skills required for the role are: Effective Communication Skills, Flexibility in dealing with different stakeholders, approachability, and ability to adjust to different people and personalities.
\xe2\x97\x8f Excellent communication skills both written and verbal.
\xe2\x97\x8f Strong written Arabic and English language skills both written and spoken

Talabat