Customer Support Associate (Inbound)

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.


Requirements


Candidates should possess relevant qualifications with work experience