Representative, Customer Care

Role Overview

Representative, Customer Care at Mrsool, a leading delivery platform in the Middle East and North Africa region.

Company Overview

Mrsool is one of the largest delivery platforms in the MENA region, operating an "order anything from anywhere" service across 100,000+ restaurants and stores. The company uses Generative AI to analyze customer instructions in real-time and employs a dedicated on-demand courier fleet. Mrsool is consistently rated among the highest of all major delivery platforms on both the Apple App Store and Google Play Store.

Role Purpose

Deliver excellent customer experiences by managing customer inquiries, resolving issues efficiently, and collaborating with cross-functional teams to ensure smooth operations and customer satisfaction.

Key Responsibilities

Customer Support

• Respond to customer inquiries related to the app and services through phone, email, and live chat.
• Handle complaints and issues customers face, working to find effective and timely solutions to ensure customer satisfaction.
• Assist customers with technical support on using the app and making the most of available services.
• Provide customers with guidance on how to use the app efficiently.

Order Management

• Track the status of orders and address any delays or issues during the delivery process.
• Help customers update their account information or make necessary adjustments.

Performance & Reporting

• Work towards meeting performance objectives such as response time, customer satisfaction levels, and key performance indicators (KPIs).
• Record and document customer interactions and create regular reports on recurring issues or improvement suggestions.

Collaboration & Enhancement

• Coordinate with the technical, shipping, and marketing teams to resolve any app or delivery-related issues.
• Provide suggestions for service improvements and contribute innovative ideas to enhance the user experience.

Qualifications & Experience

• Education: A diploma or bachelor's degree in a related field.
• Experience: At least one year of experience in customer service, preferably in delivery apps or the tech industry.

Skills & Competencies

• Strong communication skills, both verbal and written.
• Proficiency in using computer applications and CRM software.
• Ability to work under pressure and resolve issues quickly and efficiently.
• Strong multitasking abilities with the capability to handle multiple inquiries at the same time.

Additional Information

• Working Hours: 5 days a week, 8 working hours plus 1 hour lunch break.
• Inclusive and diverse workplace environment that values innovation and provides flexibility.
• Competitive compensation packages including potential share options.
• Performance-based commission and incentive structure rewarding achievements.
• Regular training and annual learning stipend for professional development.
• Autonomy in role supported by mentorship and ambitious goals.