Front Desk / Customer Service Officer at FoodCourt

Role Summary

• As a Front Desk Officer, you will serve as the first point of contact for customers arriving for order pick-up
• You are expected to provide a warm, friendly, and professional welcome while assisting with order placements, answering questions about the app and menu, resolving issues, and ensuring a smooth and satisfying customer experience.

Key Responsibilities
Customer Interaction & Support:

• Greet and welcome customers warmly upon arrival at the front desk.
• Provide assistance with order placement, menu inquiries, app navigation, and payment procedures.
• Offer menu recommendations based on customer preferences.
• Resolve customer complaints professionally and effectively, especially those received via the Front Desk WhatsApp line.
• Assist customers in troubleshooting technical issues related to the food delivery app or website.
• Escalate complex issues to relevant departments and follow up to ensure resolution.
• Identify opportunities to upsell or cross-sell menu items, promotions, or special offers.

Order Management & Fulfillment:

• Ensure all customer orders are accurately recorded and prepared according to requirements.
• Confirm payments and address any payment-related issues promptly.
• Monitor and manage the kitchen dashboard to track order progress.
• Receive and document all recall orders, ensuring proper communication with kitchen CS/logistics teams.
• Ensure the timely and accurate dispatch of completed orders to delivery riders.

Team Collaboration:

• Collaborate closely with the inbound customer service team, kitchen staff, and delivery personnel to ensure smooth and timely service delivery.
• Provide constructive feedback and suggestions to improve customer experience and operational efficiency.

Operational Duties:

• Maintain cleanliness and hygiene of the front desk and reception area to provide a safe, comfortable experience for customers.
• Stay informed on all menu offerings, preparation methods, and any updates or changes.
• Continuously learn and stay current with technology updates and industry trends.
• Perform other related duties as assigned by management.

Preferred Qualifications

• Minimum of 2 years’ experience in the same or similar role.
• Proficiency in using office software such as Microsoft Office Suite.
• Strong communication skills, both verbal and written.
• Ability to multitask and prioritize tasks effectively.
• Excellent organizational skills and attention to detail.
• Professional and courteous demeanor.
• Familiarity with operating office equipment like multi-line phones and printers.
• Adaptability to handle various situations with patience and composure.
• Willingness to work flexible hours if required.
• Certification or training in hospitality, administration, or a related field is a plus.