Customer Service Representative at UNOCASA Limited

Job Summary

• CSR plays a vital role in ensuring excellent customer satisfaction by providing friendly and efficient service.
• They serve as the primary point of contact for customers, addressing inquiries, taking orders, and resolving issues promptly and courteously
• The CSR will have a passion for hospitality, a strong desire to provide exceptional service to our guests, ensure that our guests feel welcome, valued, and satisfied throughout their dining experience, ensure all complaints are treated accordingly, and ensure all orders are delivered without complaints.

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 and process 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 qualification
• Professional Certification relevant to role is an added advantage
• Minimum of 2 years work experience in a similar role

Leadership Skills:

• Conflict Management
• Problem solving skills
• Negotiation skills
• Managing change Communicating effectively

Behavioural Skills:

• Sound Judgement
• Critical and analytical thinking
• Empathy
• Integrity
• Proactive
• Trustworthiness
• Interpersonal skill
• Problem-solving skill
• Result orientation
• Emotional Intelligence
• Attention to Detail
• Stress and Time Management

Performance Indicators:

• Adherence to procedures
• Customer satisfaction
• Level of Engagement demonstrated in handling customers
• Percentage of customer issues solved by first contact
• Average table occupancy
• Spend per head
• Total number of resolved complaints
• Percentage of customer service calls answered
• Customer retention rate
• Timely response to customers

Functional/Technical Skills:

• Passion for the hospitality business
• Customer service ethos and culture
• Complaint and issues management
• Product and service advice and support
• Forecasting
• Scheduling
• Negotiation
• Call contact monitoring and reporting
• Reporting and data analysis
• Compliance
• Quality assurance
• Knowledge of products
• E-commerce platforms management