KEY RESPONSIBILITIES 

• Respond to customer inquiries via phone, email or chat efficiently and in a prompt and professional manner.
• Assist customers with order placement, menu inquiries, delivery updates, and general questions about the Company’s service.
• Provide information about menu items, ingredients, allergens, and special modification (that do not alter the existing recipe or brand).
• Resolve customer complaints, concerns and inquiries to achieve customer satisfaction.
• Collaborate with the Kitchen and delivery teams to ensure accurate and timely order fulfilment.
• Monitor and manage online platforms and handle incoming orders and inquiries.
• Ensure accuracy of order details, including addresses, delivery instructions and special requests.
• Track and update order status, communicating any delays or changes to customers proactively.
• Collaborate with relevant teams, such as operations or logistics, to find suitable resolutions and prevent similar issues from occurring in the future.
• Address and resolve customer’s complaints, concerns or escalations professionally and in a timely manner.
• Develop a deep understanding of the Company’s menu offerings, ingredients, preparation methods and delivery policies.
• Stay up-to-date with any changes or additions to the menu to provide accurate information to customers.
• Identify opportunities to upsell and cross-sell menu items, promotions, or special offers to customers during interactions.
• Provide feedback and suggestions to the management team to enhance customer experience and optimize operational processes.
• Document customer interactions, issues, and resolutions accurately in the customer support system.
• Provide insights and suggestions for enhancing customer support strategies and procedures.
• Collaborate effectively with cross-functional teams, including kitchen staff, delivery men and marketing personnel to ensure seamless customer experience and operational efficiency.
• Assist customers in troubleshooting technical issues related to our food delivery app or website.
• Guide customers through the ordering process, app navigation, and payment procedures.
• Escalate complex technical problems to the appropriate teams and follow up until resolution.
• Build strong relationships with customers by providing personalized and friendly service.
• Proactively engage with customers to gather feedback, suggestions and testimonials.
• Maintain a comprehensive knowledge base of menu items, promotions and kitchen operations.
• Performs other related duties as assigned.