Helpdesk/Customer Service Representative at So Fresh Neighbourhood Market

Duties/Responsibilities

Planning:

• Records pre-orders, future events and passes all unattended enquiries or question to the Help Desk Manager.
• Recommends potential products and services to the Help Desk Manager by collecting customers’ information and analysing customer needs.
• Maintains customer records by updating necessary information.
• Inform production supervisors of pre-orders and pick -ups.

Customer Service:

• Communicating courteously with customers by interacting with them.
• Assist customers to facilitate their choices and purchases of freshly processed products.
• Attends to customer suggestions. Objections, complaints and gathers information on customers’ preferences, reactions and general feedback.

Cash Management/Marketing

• Give information about the availability and benefits of different products to walk-in customers.
• Create awareness of special offers & promotions, & Meal plans to walk-in customers.
• Guides and informs them on new products, charges for extras and toppings based on their request.
• Collect monies from despatch riders and reconcile.
• Remit daily sales to the Outlet Manager.

Administrative and other duties:

• Ensure the Customer service handbook is adhered to
• Ensure compliance to the Customer Service Protocol and OJTE Training Manual for Customer Service
• Records and inputs orders, pass on to the production Team and Dispatch accordingly.
• Confirm all online payments before inputting into vend and dispatching orders.
• Prepare daily sales reports and forward to the Help Desk Manager.
• Carries out other task assigned by the Help Desk Manager

Person Specification

Key Skill Sets

• Must be customer focus
• Must be professional in relating to people
• Must possess influencing and persuasion skills
• Must possess knowledge of policy & procedure
• Must possess good time management skills
• Must possess good computer skills, listening &phone skills
• Must possess documentation skills

Qualification

Degree in Mass Communication or related courses with at least 1 year experience in same position.