Front Desk / Customer Service Officer

Role Summary

As a Front Desk Officer, you will serve as the first point of contact for customers arriving for order pick-up. You will provide a warm, friendly, and professional welcome while assisting with order placements, answering questions about the app and menu, resolving issues, and ensuring a smooth and satisfying customer experience.

Key Responsibilities

Customer Interaction & Support

• Greet and welcome customers warmly upon arrival at the front desk
• Provide assistance with order placement, menu inquiries, app navigation, and payment procedures
• Offer menu recommendations based on customer preferences
• Resolve customer complaints professionally and effectively, including those received via the Front Desk WhatsApp line
• Assist customers in troubleshooting technical issues related to the food delivery app or website
• Escalate complex issues to relevant departments and follow up to ensure resolution
• Identify opportunities to upsell or cross-sell menu items, promotions, or special offers

Order Management & Fulfillment

• Ensure all customer orders are accurately recorded and prepared according to requirements
• Confirm payments and address any payment-related issues promptly
• Monitor and manage the kitchen dashboard to track order progress
• Receive and document all recall orders, ensuring proper communication with kitchen CS/logistics teams
• Ensure the timely and accurate dispatch of completed orders to delivery riders

Team Collaboration

• Collaborate closely with the inbound customer service team, kitchen staff, and delivery personnel to ensure smooth and timely service delivery
• Provide constructive feedback and suggestions to improve customer experience and operational efficiency

Operational Duties

• Maintain cleanliness and hygiene of the front desk and reception area to provide a safe, comfortable experience for customers