Kitchen Customer Service at FoodCourt

Job Description

Customer Outreach:

• Monitor and Analyse Kitchen related complaints and ratings and give daily feedback (on a shift by shift
• In charge of the recording, tracking and communicating meal replacements
• Liaise with CS team lead to Initiate outbound calls or communication with customers to provide proactive support when orders are running late or there is an issue with the food
• Thorough understanding of the meals to be able to onboard clients adequately on our dishes.
• Relationship management: Work with the Tech team to understand our regular customers and their order profile
• Monitor and Follow up on orders in the kitchen to ensure no order stays longer than 25minutes Max. Work with packaging and Baine marie to ensure there are no delays or confusions Daily reports on the dishes that took the longest time and why.
• Suggest menu item alternatives to customers when items are sold out.
• Make calls to customers fortnightly to gather feedback about the food taste and experience

Upselling and Cross-Selling:

• Identify opportunities to upsell or cross-sell additional products, menu items, or promotions to customers.
• Educate customers about new menu offerings, special deals, or loyalty programs to increase customer engagement and revenue.

Customer Retention and Loyalty:

• Build rapport and maintain relationships with customers through personalised communication.
• Address customer concerns or issues proactively, aiming to resolve them and retain customer loyalty.
• Provide exceptional customer service that leaves a positive impression and encourages repeat business.

Promotional Campaigns:

• Support marketing initiatives by reaching out to customers to promote new menu items, limited-time offers, or special events.
• Explain the benefits and features of promotional campaigns, encouraging customer participation and engagement.

Customer Surveys and Feedback:

• Conduct outbound surveys to gather customer feedback on their experience, food quality, and overall satisfaction.
• Document and analyze customer feedback to identify trends, areas for improvement, and suggestions for enhancing service.

Database Management:

• Maintain accurate and up-to-date customer information in the customer relationship management (CRM) system.
• Ensure that customer preferences, contact details, and interaction history are properly recorded for future reference.

Reporting:

• Generate reports on outbound customer service activities, including call volumes, success rates, and customer feedback.
• Analyze performance metrics and provide insights to management for process improvement and decision-making.

Collaboration:

• Collaborate with the inbound customer service team, kitchen staff, and delivery personnel to ensure seamless customer experiences.
• Share customer insights, feedback, and suggestions with relevant teams to improve overall operations and customer service.

Continuous Learning:

• Stay updated with the latest menu offerings, technology updates, and industry trends to provide accurate information and support to customers