Who You Are & What You’ll Be Doing
You are a customer-focused leader responsible for driving service excellence, resolving customer concerns, and ensuring a consistent and positive brand experience across all customer touchpoints.
You combine leadership, communication, and problem-solving skills to manage the customer service team, improve satisfaction levels, and strengthen customer loyalty.
Your Superpowers
- Exceptional communication and interpersonal skills
- Conflict resolution and complaint management
- Team supervision and coaching
- Service quality monitoring
- Emotional intelligence and professionalism
- Data-driven customer experience improvement
Your Mission (Responsibilities)
Customer Experience Management
- Ensure exceptional service delivery across dine-in, take-out, and delivery channels.
- Handle escalated customer complaints professionally and promptly.
- Monitor customer interactions to maintain service standards.
- Ensure consistent application of customer service SOPs.
Team Leadership & Supervision
- Supervise and guide Customer Service Representatives.
- Conduct daily briefings and performance feedback sessions.
- Train new staff on service standards and communication protocols.
- Monitor punctuality, professionalism, and overall conduct.
Quality Assurance & Service Monitoring
- Track customer satisfaction levels and feedback trends.
- Monitor online reviews and coordinate timely responses.
- Identify service gaps and recommend corrective actions.
- Ensure adherence to hygiene, presentation, and brand standards.
Reporting & Performance Tracking
- Prepare weekly and monthly customer service reports.
- Track KPIs such as complaint resolution time and customer retention.
- Analyze recurring service issues and propose solutions.
Collaboration with Operations
- Work closely with kitchen and operations teams to resolve service delays.
- Ensure seamless coordination during peak hours.
- Support implementation of promotional campaigns from a service perspective.
What Winning Looks Like (KPIs)
- ≥ 95% customer satisfaction rating
- Reduction in unresolved complaints
- ≤ 24-hour resolution time for customer issues
- Improved repeat customer rate
- Positive online review trend
- 100% adherence to service standards
Gmail
Yahoomail