Customer Service Lead at FMR AGENCY

About the Role

• Manage all aspects of guest interactions and team supervision.
• This role requires a friendly, proactive, and detail-oriented professional who can ensure a smooth dining experience for every guest while leading a small team of service staff.

Key Responsibilities

• Oversee daily front-of-house customer service operations and coordinate service staff.
• Serve as the first point of contact for customer inquiries, complaints, and feedback online and in-person.
• Monitor customer satisfaction and resolve any service issues promptly and professionally.
• Implement and maintain customer service standards and procedures.
• Provide on-the-spot coaching and support to junior customer service reps.
• Maintain reservation logs and ensure effective table turnaround during peak periods.
• Collaborate with kitchen and operations teams to ensure a seamless service experience.
• Generate weekly reports on customer feedback, issue trends, and service improvements.

Requirements
Education:

• HND / BSc in any discipline; Hospitality or Communication-related fields preferred.

Experience & Skills:

• Minimum of 2 years of experience in customer service, preferably in the restaurant, hospitality, or retail sector.
• Strong interpersonal and communication skills.
• Ability to lead a team with confidence and maintain professionalism under pressure.
• Familiarity with POS systems and basic order-taking software.
• Strong conflict-resolution and problem-solving skills.
• Passionate about customer satisfaction and service excellence.