Customer Loyalty Representative

1 week ago

Dubai, United Arab Emirates Hello Chef Full time

**CUSTOMER LOYALTY REPRESENTATIVE**

Based in Dubai, Hello Chef is a rapidly growing weekly subscription meal kit company. We’re looking to change the way people cook and eat forever and to achieve that we’ve invested in hiring the best people and creating the best systems.

We are 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: it's 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 new customer conversion and related marketing activities.

You will have excellent 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.

**Accountabilities**

You’ll be in responsible for:

- Customer interactions:

- 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, Metric and Measurement Method**

1. Answer customer queries

Measurement Method: Happiness Score: 99.5% and Median First Response Time: 6 minutes

2. Community management

Metric: Responds to all social media comments and inquiries within 24 hours.

Measurement Method: Actively ask for google reviews to meet quarterly targets. FB report, google reviews

3. Complaint’s care

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

Measurement Method: All complaints tracked and followed up

4. Delivery support

Metric: Effectively coordinate with operational and delivery teams in managing delivery related concerns.
Measurement Method: All delivery related queries and issues successfully tended to

**What you need for this position**:

- Fluency in written and spoken English together with the ability to communicate clearly
- 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?

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