Hello Chef Hiring for Customer Loyalty Representative Job at Dubai Full Time

Based in Dubai, Hello Chef is a rapidly growing weekly subscription meal kit company. We are experiencing significant growth both for the business and opportunities for the people we work with. We’re looking to help everyone we touch lead easier and more fulfilling lives and to achieve that, we’ve invested in hiring great people.

We are currently looking for a Customer Loyalty Representative to join our team in discovering how satisfied our customers are and what our customers love with what they receive from us.

You will work with varied teams, be part of improving the processes and technology used, as well as receive and action nearly instant feedback from customers. You’ll also learn to manage expectations and deliver stellar customer service. You will be groomed to take on bigger responsibilities as the company grows.

Mission

You would be the go-to person for all customer connections – answering customer support queries using a variety of different channels. You have strong empathy and advocate for the customer: its second nature for you to jump on something right away if someone is not happy or has a question or concern, closing the loop in ensuring the customer experience and convenience is delivered. Your additional focus is supporting with new customer conversion and related marketing activities.

You will have native-level English language ability (speaking, writing, and reading). You have a strength in simplification: you make it easy for the customers without over-complicating (We have customers from over 75 nationalities). You are open to learning and creating new processes and ways of working.

You’ll be in responsible for:

Customer interactions: Handling incoming phone calls, emails and all other channels through INTERCOM. Supporting customers with placing orders, changing order and account details, and any other queries. You’ll also make outgoing calls to follow up on previous complaints as well as liaise with the operational team regarding any changes to orders.

Orders: You will support in completing the auto-renewal process and help gather all the orders for every sales week. You are also the main point of contact with our logistics partner and will support the delivery process directly with the customer and the delivery company.

Marketing support: You will act as the community manager, being the person in charge of all customer queries through Facebook, Instagram and Google reviews.

Accountabilities, Metrics & Measurement Method

Respond all customer queries coming from different channels (email, call, chat, Social Media) and leave a clear record with resolution details on INTERCOM as per guidelines.

• Happiness Score: 99.5 %
• Median First Response Time: 6 minutes

2. Community management:

Responds to all social media comments and inquiries within 24 hours

Actively ask for google reviews to meet quarterly targets.

• FB report, google reviews,

3.Complaint’s Care:

Resolve, Recover and Follow up customer complaints in accordance with the existing process.

• All complaints tracked and followed up with

4. Delivery support:

a) Effectively coordinate with operational and delivery teams in managing delivery related concerns.

• All delivery related queries and issues successfully tended to

What you need for this position:

• Fluency in written and spoken Arabic and English together with the ability to communicate clearly
• Great level of empathy and a polite telephone/email manner
• Tenacity and patience to deal with customer’s issues with a positive attitude
• Fast typing and excellent Microsoft product skills (word, excel, ppt)
• Experience in using a CRM solution
• Fast thinker with excellent problem-solving skills
• Community management skills
• Organized and methodical in your way of work and follow up

Top reasons to work with us:

• Flat hierarchies, constant learning, outstanding team atmosphere, and international mix
• A full-time position with a competitive salary that will grow as you do

Other details:

• Competitive package
• Medical insurance, 22 working days off a year, with an annual ticket home
• Relocation assistance to Dubai, if applicable
• 50% discount on your Hello Chef subscription, as well as other product initiatives
• Office Location: Conveniently located building in Dubai Investment Park 1, Dubai, UAE
• For immediate start

Are you up to the challenge?

We believe a diverse workforce is a key ingredient in our recipe for success. At Hello Chef, we hire people from all walks of life – regardless of their ethnicity, race, gender, and religion. If you share our values and are looking for your next challenge, we’d love to hear from you.