Customer Service Representative at The Foodhub by CWC

Job Summary

As customer service representative, you are responsible for ensuring a welcoming and positive dining experience for our guests. You will handle customer inquiries, online orders, resolve issues, and provide exceptional service that reflects our commitment to quality and hospitality

Responsibilities

• Be knowledgeable of restaurant policies regarding personnel and customers.
• Ensure that customers have a good time at the restaurant, look immediately into any complaints they might have and ensure they are promptly resolved.
• Maintain strict adherence to set service standards and ensure that procedures are followed.
• 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.
  Knowledge of food portioning and packaging systems.
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes.
• Receive, process, package orders/requests and deliveries via social media, e-commerce platforms, and phone calls.
• Update menus accordingly on all e-commerce platforms
• Provide reports on deliveries, customer experience, and related metrics
• Ensure achievement of individual KPIs daily.
• Any other duties assigned.

Requirements

• Minimum of HND.
• Additional education in hospitality or customer service is a plus.
• Minimum of 2 years work experience in a similar role.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Proficient in using point-of-sale systems and basic computer skills.
• Flexibility to work various shifts, including evenings, weekends, and holidays.