Customer Service Representative

Job Summary

• We are seeking a dedicated and experienced Customer Service Manager to join our team.
• The ideal candidate will be responsible for overseeing and enhancing the customer service experience, addressing customer inquiries, resolving complaints, and implementing strategies to ensure overall customer satisfaction.
• This role requires a customer-centric individual with strong leadership skills and a commitment to delivering exceptional service.

Key Responsibilities:

• Lead and mentor the customer service team to deliver outstanding service and achieve performance targets.
• Ensure customers get their orders at the estimated time of delivery.
• Follow up on customers complaints and provide solutions.
• Be proactive in solving customers complaints.
• Collaborate with the restaurant and logistics team to ensure smooth operation.
• Develop and implement customer service policies, procedures, and standards to ensure consistency and excellence.
• Address and resolve customer complaints and issues promptly and effectively.
• Investigate and analyze root causes of complaints to implement preventive measures.
• Collaborate with cross-functional teams to resolve complex customer issues.
• Establish and maintain strong relationships with customers through effective communication channels.
• Communicate product information, promotions, and company updates to customers in a clear and engaging manner.
• Act as a liaison between customers and internal teams to ensure accurate and timely resolution of inquiries.
• Identify opportunities to improve the overall customer experience and implement strategies accordingly.
• Develop and execute initiatives to exceed customer expectations.
• Provide ongoing training and development for the customer service team to enhance skills and knowledge.
• Streamline and optimize customer service processes to improve efficiency and effectiveness.
• Develop and execute customer retention programs to build loyalty and repeat business.
• Identify and implement strategies to upsell or cross-sell products based on customer needs.

Qualifications and Skills:

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience in a customer service management role, preferably in the food or hospitality industry.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Detail-oriented with a focus on delivering high-quality service.
• Familiarity with customer service software and tools.
• Ability to work in a fast-paced and dynamic environment.