The role focuses on following up and confirming orders to ensure a smooth experience for customers and partner restaurants. This includes verifying order placement, handling ratings and messages from customers and drivers, and resolving any issues that may arise during the process. Responsibilities also involve coordinating with relevant departments to ensure the highest quality of service is delivered. 

Job Responsibilities:

• Access work systems (Contact Code, CRM, Web Dash) and ensure proper sign-out at the end of each shift.
• Communicate effectively with partner restaurants to ensure orders are accepted within 90 seconds.
• Follow up on and resolve order confirmation issues, escalating to relevant departments when necessary.
• Modify orders in accordance with current policies and situational requirements.
• Make informed decisions to reject orders when needed and clearly communicate the reasons to customers.
• Contact new users to verify the accuracy of their listed addresses in line with company policy.
• Receive complaints from partners and drivers, address urgent issues, and escalate them to the appropriate departments.
• Process customer ratings and follow up with relevant departments to ensure resolution.
• Provide customer compensation in accordance with company policies.
• Respond to incoming customer messages via Live Chat and resolve issues promptly.
• Handle driver messages according to required standards and escalate to appropriate departments when necessary.
• Keep the shift supervisor informed of daily challenges that may affect workflow.