Customer Support Representative

JOB OVERVIEW 

In this role, you will provide top-notch customer service to our clients. by ensuring that customers have a positive and hassle-free experience when ordering food. You will be the first point of contact for customers who have inquiries, concerns, or require assistance with their food orders. This role involves communication via phone, chat, and email to address customer needs promptly and professionally. Your ability to communicate effectively, resolve issues, and provide outstanding service directly impacts customer satisfaction and loyalty.

QUALIFICATION AND REQUIREMENTS

• Degree or equivalent education
• Previous experience in customer service, ideally in the food delivery or hospitality industry
• Exceptional communication skills, both written and verbal
• Empathetic and patient approach to handling customer inquiries and complaints
• Proficiency in using customer support software and tools.
• Availability to work flexible hours, including evenings and weekends
• Familiarity with Microsoft Office suite, particularly Excel, for generating daily MIS.

KEY RESPONSIBILITIES

Customer Interaction: 

• Respond to customer inquiries, complaints, and feedback through various communication channels, including phone calls, emails, chat, and social media.
• Provide timely and professional responses to customer queries, ensuring a positive customer experience

Order Assistance: 

• Assist customers in placing orders, making modifications to existing orders, and tracking the status of their food deliveries accurately
• Ensure customers receive prompt and accurate information regarding menu items, prices, and availability

Issue Resolution:

• Investigate and resolve customer complaints and issues, such as missing items, incorrect orders, late deliveries, and quality concerns
• Maintain a calm and empathetic demeanor while addressing customer complaints and ensuring their problems are resolved to their satisfaction

Menu Knowledge: 

• Create a daily menu chart with the help of the production team and coordinate with the digital team to release the menu as per the plan
• Coordinate with the production team for menu, sweet of the week, special promotions, etc
• Provide accurate information to customers, offer recommendations, and explain menu items. 

Feedback Collection:

• Proactively gather feedback from customers regarding their experience, food quality, and delivery service
• Document feedback and share it with relevant departments to make continuous improvements

Communication:

• Collaborate with team members, including kitchen staff, riders, and management, to ensure seamless operations and resolve customer related challenges effectively
• Share information about recurring customer issues and suggest process improvements to enhance overall service quality

Documentation

• Maintain accurate and detailed records of customer interactions, complaints, and resolutions in a customer support database
• Use data and records to identify trends and common issues for further analysis and improvement

Upselling & Cross-selling

• Identify opportunities to upsell additional items or promotions to customers based on their preferences and order history, thus increasing revenue
• Informing customers of upcoming promotions or deals

Shift Flexibility:

• Be willing to work in shifts, including evenings, weekends, and holidays, to ensure continuous customer support coverage

Outbound Calls: 

• Call existing customers every day to increase the sales revenue and to reach the daily target
• Generate new leads through social media and other avenues. 
• Make calls to data given by sales team to fix the appointments for visits

Customer Refunds

• Initiate customer refunds and follow up with the relevant team to complete the refund 
• Keep track of customer refunds with reason and submit monthly reports

Daily MIS

• Send timely order count details to the fresh food and packed food team as per the scheduled timelines
• Any changes in the order flow, keep the other team informed.
• Other MIS reports of daily, weekly, and monthly to be submitted as per the schedule. 

ERP

• Ensure 100% compliance to update all customer orders in ERP including the Kitchen pickups and bulk orders.
• New customer data to be captured accurately
• Existing customer data to be corrected as and when required
• Route correction to be done by following the approval protocol. 

Others

• Willingness to perform any other duties and responsibilities assigned by the reporting manager and any other senior team members. 
• Additional responsibilities will be added to the role based on business needs