Customer Care Agents - UAE Nationals

Driven to create unique home-grown food concepts that bring people together, the Independent Food Company is a UAE-based hospitality company with multiple concepts under its umbrella – SALT, Parker’s, Grind, Somewhere, Shalwa, Kumo and Public.

We are currently seeking to hire an experienced Customer Agent which is a pivotal team member responsible for managing various brands and customer interactions across multiple communication and platforms. This role focuses on ensuring exceptional customer engagement, complaint management to enhance customer satisfaction. The Care Contact Center Agent is expected to uphold brand standards, meticulously organize data, and promptly escalate issues for efficient resolution, all while promoting teamwork, collaboration, and a customer-centric approach.

Key Responsibilities:
1. Monitor and oversee brand-specific social media accounts and instant written communication touch points.
2. Maintain firm brand consistency and uphold the highest standards in all interactions.
3. Engage with customers promptly by addressing comments, direct messages, and mentions.
4. Deliver resourceful and informative responses to customer queries.
5. Manage and de-escalate customer complaints with professionalism and empathy.
6. Coordinate and manage PR invites for special events.
7. Conduct research and social listening to gather insights and stay informed about industry trends and customer sentiment.
8. Provide regular reports on social media performance, customer engagement, and key metrics to inform decision-making.
9. Effectively handle crisis situations, through ‘soldiers Moments’ These moments may involve responding to negative comments and viral content, all with the goal of safeguarding and enhancing the brand's reputation.
10. Send out marketing messages and updates to engage and inform our audience.
11. Continuously participate in the Brand Immersion and Experience Assessment Program to deepen the understanding of our brands and restaurant operations.
12. Regularly experience the guest journey, and provide ongoing feedback for continuous improvement, ensuring alignment with our commitment to exceptional service.
13. Adhere to the departmental and individual set KPI’s.

Work Schedule & Hours:

• The Employee agrees to a full-time schedule of 5 working days per week, totaling 40 hours per week.
• Daily working hours are 9 hours, including a 1-hour unpaid break.
• Breaks are scheduled based on operational requirements and are not fixed unless otherwise approved by the line manager.
• There are no fixed shifts or fixed off days. Work schedules are based on operational needs and rotate regularly.
• The role operates on a rotating shift basis, which includes:
  - Morning, afternoon, evening, late night and overnight shifts
  - Weekends and public holidays when required
• The employee must be available starting from their joining date to attend training sessions whenever they are scheduled.