Coordinator New Ventures Operations
First seen by Alion on Nov 4, 2026. Delivery Hero scores B on the Alion truth index.
Role Summary/Overview
Handling Customer Critical Cases and Coming up with resolutions in different markets (UAE Kuwait Qatar
Bahrain etc.) Support the first line and investigating Customer and partner calls.
What Did We Order
New ventures (talabat Pro Rewards tDine etc.) in different markets (UAE Kuwait Qatar Bahrain etc.)
Resolve escalations/ L2 tickets:
Receiving customer complex cases (i.e. any case that cannot be handled by front line agents as
per defined SOPs) and distributing them to customer care agents
Escalating to team lead for critical or new cases
Escalating and following up with the Product regional team on technical issues; Raising Jira and
tPops tickets and following up on resolution2
First line support on critical issues:
o Investigating customer cases and coming up with resolutions as per defined SLAs
o Handling compensations and refunds as per defined policy
Conduct investigations and exploratory calls with Partners:
Contacting customers (email & calls) to understand more about raised issues and ensuing the
loop is closed with the customers
Contacting restaurants to understand more about raised issues (e.g. restaurant rejected tDine)
Running ad-hoc surveys / call campaigns to select customers (for example: understanding why
churn goes up)
Qualifications:
Clear disciplinary action records.
KPI average of 90% or above over the last six months.
Must have at least 12 months of tenure in both the company and the current position.
Must be on track or performing in performance cycles to be considered.
Please make sure to apply on this form as Work:
No
Employment Type:
Contract