Customer Service Representative

**JOB DESCRIPTION**

**ROLE: CUSTOMER SERVICE REPRESENTATIVE (FOR FOOD INDUSTRY)**

**JOB OVERVIEW**

**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**:

- 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

Schedule:

- Day shift

Ability to commute/relocate:

- Banashankari, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Are you a fresher?

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Language**:

- English (required)
- Kannada (required)

Work Location: In person

Expected Start Date: 30/09/2024