Customer Service Representative
Deliveroo
Total years of experience :10 years, 9 Months
Actively monitoring orders placed via Deliveroo up to completion and reaching customers satisfaction.
Answering inbound calls from Customers/Drivers/Restaurants and act accordingly to provide highest and satisfactory customer service level to the guests and other parties.
Proactively liaising with Drivers/Restaurants to ensure orders run smoothly and reach to the customers in timely efficient manners.
Provide pricing and delivery information to the guests and liaising with the Restaurants/Drivers and guests accordingly.
Communicate and coordinate with internal departments & follow up on customer interactions.
Providing feedback to relevant departments to help improve our customer experience.
Investigate and resolve customer complaints and queries and escalate it to the senior management if necessary.
Respond to customers issues via email and phone and give them a full satisfactory customer service professionally.
Solid organizational skills, including the ability to priorities and multi task in a demanding environment.
Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.
Efficiently gathered industry information from research sources
Managed third-party incentive program, including developing and maintaining agreements, monitoring payments and monitoring performance.
Created video tutorials of customized software platforms to enhance customers' product.
Collaborated with Sales, Customer Service and Finance in order to formulate and implement policies, procedures and goals for our customer base.
Conducting regular business reviews of financial performance.
Build relationships with CEOs and other executives across multiple industries.
Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
Led the process of hiring customer service representatives.
Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals.
Identifying customer needs, offering advice and demonstrating high product knowledge
Provided customers with on-the-spot solutions and, when necessary, refunds when dis-satisfied with firm’s services.
Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
Mentored team members which increased team performance by 20%
Recommended sales campaigns and promotions