Toters is a tech-driven e-commerce and delivery platform designed to seamlessly connect merchants, shoppers, and customers with just a click. Our commitment to excellence motivates us to continuously upgrade and improve the online shopping experience. By leveraging technology, we ensure that our merchants, shoppers, and customers receive faster and more efficient service every day.

We are looking for a dedicated Customer Care professional to join our CX Quality Assurance team. In this role, you will help build and uphold the quality standards that define Toters' customer experience. You will monitor interactions, identify service gaps, and collaborate with teams to drive continuous improvement. Your work will ensure that customer feedback translates into actionable insights, enabling us to deliver consistent, high-quality support while promoting accountability and operational excellence.

Responsibilities

• Monitor Customer Feedback and Ratings
• • Review LB order ratings and ensure timely response to low ratings.
  • Monitor and analyze customer reviews submitted through the CX-V2 Reviews channel (Marketing-sourced reviews).
  • Ensure cases are opened within 15 minutes of receiving a rating.
  • Follow up on each case to ensure resolution before closure.
• Handle Support Messages and Complaints
• • Review support-related messages from the LB Support Messages channel and follow up with customers accordingly.
  • Check the SM-Complaints-BEY channel for complaints submitted via social media, treating them with the same level of attention as in-app support inquiries.
  • Open and manage chats for externally sourced complaints, applying the standard resolution workflow.
• Manage the Canceled Order Workflow (Blacklisted Customers)
• • Investigate canceled orders to determine if they are legitimate or abusive.
  • Review the customer’s history, wallet balance, and previous flags (via the abuser alert channel).
  • Blacklist customers when necessary and communicate the action clearly and politely using appropriate scripts.
• Maintain Quality Standards and Best Practices
• • Prioritize quality and thoughtful handling over quantity or KPIs.
  • Limit open chats to a maximum of 30 to ensure focus and accuracy.
  • Use natural, personalized language in customer interactions—avoid relying solely on predefined scripts.
  • Provide honest, transparent communication and accurate information at all times.
  • Avoid requesting repeated explanations from the customer when the issue is already clear.
  • Apologize, acknowledge the issue, and reassure the customer that it is being followed up.
• Escalate and Report Issues
• • Escalate unresolved or complex cases to the appropriate departments for resolution.
  • Identify trends or recurring customer issues and report them to relevant teams to improve service delivery.

Qualifications

• 1–2 years of experience in customer care, quality assurance, or a similar role.
• Strong written and verbal communication skills in English and Arabic.
• High attention to detail and excellent analytical skills.
• Ability to handle multiple tasks while maintaining accuracy and empathy.
• Customer-centric mindset with a strong sense of ownership and accountability