Customer Service Lead at The Foodhub by CWC

Job Summary

• We are seeking a dedicated and enthusiastic Customer Service Lead to join our team. The ideal candidate will have a passion for providing exceptional service to our walk in and online guests, ensure all complaints are treated accordingly, and ensure all orders are delivered without complaints. You will be responsible for leading and supervising the the customer service team, resolving customer concerns, maintaining service quality, and supporting operational efficiency.

Responsibilities

• Ensure all team members follow service standards, greeting guests warmly and handling requests efficiently.
• Monitor customer interactions to ensure satisfaction and address concerns promptly.
• Manage customer complaints professionally, escalating issues when necessary.
• Gather customer feedback and recommend service improvements.
• Ensure that necessary resources and tools are available for quality Customer Service delivery.
• Manage Customer Service database digitally
• Deal directly with customers either by telephone, email, walk in or any other identified means.
• Determine the cause of the customer’s problem, select and explain the best solution to solve the problem.
• Expedite correction or adjustment, follow up to ensure resolution.
• Direct requests and escalate issues and ensure requests are fulfilled promptly.
• Attract potential customers by answering product and service questions, suggesting information about other products and services.
• Record details of customer interactions and give reports to the Restaurant Manager daily.
• Devise and implement means to collect feedback on our meals and service from customers
• Report to the Restaurant Manager daily on all status of customer service enquiries handled or being processed by the Team.
• Maintain a high degree of professionalism, ensure confidentiality at all times when interacting with customers.
• Ensure the highest level of accuracy and attention to detail in order to deliver excellent customer service.
• Train new hires on customer service expectations, sales software, and restaurant policies.
• Motivate the team to achieve service excellence and maintain high morale.
• Monitor staff performance and provide constructive feedback.
• Receive and process orders/requests and deliveries via social media, e-commerce platforms, and phone calls
• Confirm all orders are accurately packed and meet the required standard before they are disapatched
• Update menus accordingly on all e-commerce platforms
• Provide reports on deliveries, customer experience, and related metrics
• Ensure achievement of individual KPIs daily.
• Submit sales reports for all ordering platforms.
• Support restaurant cleanliness and adherence to health and safety standards.
• Any other duties assigned.

Requirements

• A minimum of Higher National Diploma
• Relevant professional qualifications are an added advantage
• Minimum of 2 years experience in a similar role
• Experience managing e-commerce platforms for food
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to work effectively in a fast-paced environment.
• Comprehensive knowledge of basic software, such as Word and Excel.
• Strong leadership, problem-solving, and communication skills.
• Familiarity with POS systems, order management, and restaurant operations.
• Positive attitude, high energy, and ability to work in a fast-paced environment.
• Flexibility to work evenings, weekends, and holidays as needed.