Location: Damascus

Employment Type: Full-time, On-site
Direct Manager: Contact Center Manager
Team Size: 0 direct reports

Job Purpose:
This role focuses on tracking and confirming orders to ensure a smooth experience for both customers and partner restaurants. Responsibilities include verifying order completion, handling customer and driver feedback, resolving any issues during the order process, and coordinating with relevant departments to deliver high-quality service.

Key Responsibilities:

1. Log into work systems (Contact Code, CRM, Web Dashboard) and ensure proper logout at the end of each shift.
2. Communicate effectively with partner restaurants to ensure order acceptance within 90 seconds.
3. Track and resolve order confirmation issues, escalating to relevant departments when necessary.
4. Modify orders according to current policies and case-specific requirements.
5. Make informed decisions to reject orders when needed and clearly explain the reasons to customers.
6. Communicate with new users to verify the accuracy of registered addresses according to company policy.
7. Handle complaints from partners and drivers, addressing urgent issues and escalating to the appropriate departments.
8. Process customer ratings and follow up with relevant departments to ensure resolution.
9. Provide compensation to customers following company-approved policies.
10. Respond to customer messages via Live Chat and resolve issues promptly.
11. Handle driver messages according to standards and escalate to relevant departments as needed.
12. Inform the Shift Supervisor of daily challenges that may affect workflow.

Required Qualifications:

• Bachelor's degree or current university student.
• Proficiency in Microsoft Office, particularly Excel and Outlook.
• Basic knowledge of CRM systems and order management platforms.
• Strong communication skills with the ability to convey information clearly and listen actively.
• Excellent active listening skills to accurately understand customer and partner needs.
• Ability to work effectively in a team to achieve shared goals.
• Flexibility and adaptability to manage changes and respond calmly to demanding or upset customers and drivers.
• Strong problem-solving skills, with the ability to identify and implement effective solutions quickly.
• Effective time-management skills to complete tasks efficiently during shifts without compromising quality.

Work Schedule & Flexibility:
Our work environment is designed to balance employee commitments and operational needs. Shifts are scheduled weekly based on individual circumstances (including university obligations) while aligning 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

Note: Weekly assigned shifts may vary among the three time periods based on the approved schedule. Each employee is entitled to one day off per week, which will be determined within the weekly schedule.