Customer Service Agent at Genesis Group

Role Overview

• The Customer Service Agent is the frontline ambassador of the restaurant, responsible for delivering fast, friendly, and accurate service during high-volume periods.
• This role goes beyond taking orders it requires anticipating guest needs, maintaining speed-of-service targets, resolving issues on the spot, and ensuring that every interaction reflects the brand’s hospitality standards.

Key Responsibilities
Guest Interaction & Order Accuracy:

• Greet guests promptly and warmly, even during peak rush periods.
• Take orders with precision, ensuring modifications, add-ons, and allergies are communicated correctly to kitchen staff.
• Confirm order details and upsell relevant items based on current promotions or guest preferences.

Speed of Service:

• Maintain queue flow by managing orders efficiently at POS, drive-thru windows, or self-service kiosks.
• Monitor order prep times and notify the kitchen of delays or backlog risks.
• Coordinate with counter/runner staff to ensure orders are delivered quickly and correctly.

Issue Resolution & Guest Recovery:

• Handle customer complaints calmly and professionally, solving issues on the spot whenever possible.
• Communicate product shortages, wait times, or delays upfront to manage expectations.
• Escalate serious concerns to the on-duty manager while keeping the guest informed.

Restaurant Environment & Cleanliness:

• Keep the counter, dining area, and beverage/condiment stations clean and stocked throughout the shift.
• Assist with tray clearing, table wiping, and lobby upkeep during downtime or peak demand.
• Follow hygiene protocols and ensure all customer-facing areas reflect brand standards.

Product Knowledge:

• Have thorough knowledge of the menu, ongoing promotions, portion sizes, allergens, and food preparation basics.
• Provide guests with recommendations and clarify menu items confidently.
• Support new launches by understanding product ingredients and upsell positioning.

Operational Collaboration:

• Coordinate with kitchen staff to confirm special orders, large orders, or complex requests.
• Communicate feedback from guests regarding food quality, wait times, or service issues.
• Assist with packaging orders for delivery partners (Glovo, Uber Eats, etc.) and ensure accuracy before dispatch
• High customer satisfaction scores and positive guest feedback.
• Consistently meeting speed-of-service benchmarks (dine-in, takeout, and drive-thru).
• Reduced number of order errors or complaints.
• Professional handling of guest issues with quick recovery.
• Clean, organized, and welcoming guest-facing areas at all times.

Qualifications & Experience

• Previous customer service experience preferred, ideally in QSR, retail, hospitality, or high-volume environments.
• Strong communication skills and comfort working with diverse customers.
• Ability to handle cash, operate POS systems, and multitask during busy periods.
• Physically able to stand for long hours and perform fast-paced tasks.

Key Competencies:

• Warm, approachable, and service-focused attitude.
• Ability to stay calm under pressure and handle high traffic.
• Attention to detail especially in order-taking and packaging.
• Team-oriented mindset with willingness to assist beyond assigned duties.
• Problem-solving ability and professional conflict resolution skills.

Salary
N100,000 per month.