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Live Operations Agent

0.00 to 3.00 Years   Cairo , Egypt   31 Aug, 2021
koinz app
1 Jobs Openings
Job LocationCairo , Egypt
EducationNot Mentioned
SalaryNot Mentioned
IndustryFood & Beverage Production; Internet & E-commerce; Software Development
Functional AreaNot Mentioned

Job Description

About Us:Koinz is a rapidly scaling Egyptian start-up that?s building what we believe is the third generation of food aggregators. Our platform integrates closed-loop rewarding and engagement systems with the online and offline ordering journey to deliver industry leading value to both consumers and restaurant brands. We believe our novel and superior product offerings will enable our business to grow quickly into a globally leading platform in this multi-billion dollar industry.In the last year the company raised a seven figure pre-seed round from a leading venture capital firm and influential local angels, expanded to Saudi, and the UAE, and grew revenues 10x+ while maintaining category leading engagement and retention KPIs. We are currently looking to expand our team with elite talent prior to raising a large seed round and expanding to 10 countriesRole Brief:You?ll need to collect and analyze information from customers in order to offer the best resolution, you?ll support our customers via phone and handle disconnection issues and offline tasks alongside Covering operational outbreaks,Resolving and coordinating customer support requests.How you will make an Impact:

  • Managing Customer inquiries, through emails and chats and delivering superior customer experience by providing product information, solving problems, and processing orders.
  • Demonstrating exemplary customer service skills in every interaction and ensuring timely, one-contact resolution with customers.
  • Managing merchants inquiries
  • Managing live orders operations
  • Effectively de-escalate customer issues using empathy and conflict resolution skills.
  • Utilize effective time management and prioritization skills in order to handle a high volume of chats/calls in a fast-paced environment.
  • Ability to identify and report any critical or reoccurring customer service issues to Supervisor
  • ?Communicate with internal teams to ensure project delivery, negotiate delays or resolve roadblocks.
  • ?Maintain procedural documentation for reference purposes.
  • Support day-to-day coordination of operational activities.
  • Coordinate project tasks within budget and timelines.
  • Manage business operations so that they meet company goals and customer expectations
  • Create compliance between operations and company standards or legal requirements.
  • Maintain procedural documentation for reference purposes.

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