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Service Delivery Agent

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia HungerStation | هنقرستيشن Full time

HungerStation | هنقرستيشن is a leading food delivery company seeking a highly skilled Service Delivery Agent to join our team. The ideal candidate will have a strong customer-centric approach and excellent communication skills.

Key Responsibilities:
  1. Provide Excellent Customer Service: Ensure that customers receive exceptional service and support, responding promptly to their queries and concerns.
  2. Manage Customer Interactions: Manage customer interactions through various channels, including ticketing, social media, and phone calls.
  3. Escalate Unresolved Issues: Appropriately escalate unresolved issues to senior team members or designated authorities for timely resolution.
  4. Update Customer Records: Update the existing database with changes and status of each customer query/resolution, ensuring accurate and up-to-date information.
  5. Address Customer Concerns: Address customer concerns and resolve issues efficiently and effectively, ensuring customer satisfaction and loyalty.
  6. Work with Cross-Functional Teams: Interface with respective work center for resolution of complaints, collaborating with teams to find effective solutions.
  7. Manage Multiple Priorities: Manage multiple priorities and tasks simultaneously, prioritizing customer satisfaction and meeting deadlines.
  8. Stay Current with Industry Trends: Stay current with industry trends and best practices, utilizing this knowledge to enhance customer experiences and drive business growth.
  9. Communicate Effectively: Communicate effectively and clearly with customers, colleagues, and other stakeholders, using clear and concise language to convey complex ideas.
  10. Be Self-Motivated: Be self-motivated and take initiative, proactively identifying areas for improvement and suggesting solutions to enhance customer experience.
  11. Collaborate with Colleagues: Work well with a team and be cooperative, fostering a positive and supportive work environment that encourages collaboration and open communication.
  12. Show Empathy: Demonstrate empathy and customer service orientation, understanding customer perspectives and providing personalized support to meet their unique needs.
  13. Foster Continuous Learning: Focus on learning and knowledge enhancement, staying curious and motivated to continuously improve skills and stay ahead of industry trends.
  14. Prioritize Tasks: Pay attention to detail and result orientation, prioritizing tasks to meet deadlines and achieve customer satisfaction goals.
  15. Answer Inquiries: Answer inquiries by clarifying desired information; researching, locating, and providing information to customers.
  16. Resolve Problems: Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  17. Fulfill Requests: Fulfill requests by clarifying desired information; completing transactions; forwarding requests to relevant teams or departments.
  18. Sell Additional Services: Sell additional services by recognizing opportunities to up-sell accounts; explaining new products and services to customers.
  19. Maintain Database: Maintain contact center database by entering information, ensuring accurate and up-to-date records.
  20. Keep Equipment Operational: Keep equipment operational by following established procedures; reporting malfunctions to maintain smooth operations.
  21. Enhance Reputation: Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  22. Make Decisions: Possess the ability to prioritize, demonstrate good judgment, and display an aptitude for accurate decision making.
  23. Follow Policies: Follow all relevant policies, procedures, and processes for daily work to be carried out in a controlled and consistent manner.
  24. Contribute to Improvement: Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost-effectiveness, and productivity enhancement.
  25. Implement Policies: Promote the implementation and adherence to policies, procedures, processes, and instructions among other employees within the organization.
  26. Follow Daily Operations: Follow daily operations relating to the job to ensure work continuity, meeting deadlines and achieving customer satisfaction goals.
  27. Prepare Reports: Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
  28. Meet Customer Needs: Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.