Customer Experience & Quality Control Agent

Job description

ROLE AND RESPONSIBILITIES Communicates with all existing and potential customers by covering all channels, such as online chatting, WhatsApp, phone calls, e-mails, and others Solves all the customer issues including order fulfillment topics that may relate to pre-sale or post sale activities such as product inquiry, price, stock availability, payment, and order processing, receiving returns, exchange, wrong items, drivers deviating from the correct customer approach or address, etc. Communicates with various NokNok parties such as the drivers to ensure a timely delivery to the correct location and the warehouse staff when there are any missing items. Handles filling in the incident reports for all the encountered customer issues, and following up until ticket is closed Follows communication procedures, guidelines, and policies while maintaining a professional attitude towards customers Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers Takes pertinent information such as addresses from customers when they are not clear Assists with the placement, modifications, and cancellation of orders with (an attempt to persuade customers to reconsider cancellation) Follows and abides by a preset manual to fulfill the right steps of the tasks Depends on the present rules to financially compensate the customer (when needed) while investigating the source of the problem to identify the responsible parties. Portrays a caring and professional image of the business to the customers Records actionable insights and data for the business to ensure that the consumers’ voices are heard, and adjustments are made Ensures that quality issues (e.g., quality deviation, OOS) and quality-related customer complaints are appropriately investigated and handled Seeks out and implement operational improvements to maintain, improve quality of service and increase customer satisfaction Alerts the Fleet and Operations departments of any customer request. Proactively monitor and detect any issues at all points of the preparation and delivery processes. Ensures each order is delivered successfully. Performs other duties as assigned EDUCATION REQUIREMENTS Bachelor’s Degree in Business Administration, Marketing, or any equivalent degree KNOWLEDGE, SKILLS& ABILITIES English language and French is a plus Computer Skills Stress and Time Management Skills Organizational skills Business ethics Problem-solver Initiative taker Team player Confidentiality PHYSICAL EFFORT Long working hours on laptop Using the phone for long hours Job requires working overnight and during weekends or holidays 0-3 years of relevant experience All your information will be kept confidential according to EEO guidelines. Founded and fully operated by Lebanese individuals since June 2019, we have designed the fastest grocery delivery app in Lebanon & Ghana, noknok, to offer the most convenient experience yet. Our unique business model is built in a refreshingly innovative way. Unlike other similar apps, we are not an aggregator, which makes a real difference. With our very own warehouses and partnerships with 80+ of the most prominent distributors in the region and world-class suppliers, we offer a wide variety of groceries at supermarket prices, as well as a live inventory that updates the consumer instantly, and what's more than that, we deliver at an incomparable speed to Beirut and its suburbs. In a nutshell, we deliver a real success story, and contribute on a daily basis to making lives of our customers easier.