Customer Service Representative at The Foodhub by CWC

About the Role

We invite applications from suitably qualified candidates for the position of Customer Service Representative at The Foodhub by CWC in Lagos, Nigeria.

Key Responsibilities

• Be knowledgeable of restaurant policies regarding personnel and customers
• Ensure that customers have a good time at the restaurant, look immediately into any complaints they might have and ensure they are promptly resolved
• Maintain strict adherence to set service standards and ensure that procedures are followed
• Ensure that necessary resources and tools are available for quality customer service delivery
• Manage and update the Customer Service database sheet
• Deal directly with customers via telephone, email, walk-ins or any other identified means
• Determine the cause of customer problems, select and explain the best solution
• Expedite correction or adjustment and follow up to ensure resolution
• Direct requests and escalate issues to ensure requests are fulfilled promptly
• Attract potential customers by answering product and service questions and suggesting information about other products and services
• Record details of customer interactions and provide daily reports to the Restaurant Manager
• Update the customer complaints tracker
• Devise and implement means to collect feedback on meals and service from customers
• Report to the Restaurant Manager daily on all status of customer service enquiries handled or being processed by the team
• Receive, process, package orders and requests via social media, e-commerce platforms and phone calls
• Update menus accordingly on all e-commerce platforms
• Process payments using the Odoo software

Required Skills and Knowledge

• Maintain a high degree of professionalism and ensure confidentiality at all times when interacting with customers
• Ensure the highest level of accuracy and attention to detail in order to deliver excellent customer service
• Knowledge of food portioning and packaging systems
• Ability to obtain and examine all relevant information in order to assess validity of complaints and determine possible causes