Full job description

Job Purpose:

To provide exceptional service and support to customers by handling inquiries, orders, and complaints efficiently across all communication channels, ensuring a smooth and positive customer experience that reflects the company’s service standards.

Key Responsibilities:

Customer Interaction & Support

• Handle inbound and outbound customer calls, messages, and emails in a professional and timely manner.
• Respond to customer inquiries regarding products, pricing, delivery timelines, and promotions.
• Record customer orders accurately and ensure correct details are communicated to the respective outlet or department.
• Follow up with customers to confirm order delivery and satisfaction.
• Manage customer complaints or issues, ensuring resolution within company service timelines.

Order & Coordination

• Coordinate with branches, logistics, and kitchen teams for timely order preparation and delivery.
• Monitor pending and delayed orders, ensuring corrective action is taken immediately.
• Assist customers with order changes, cancellations, and refunds as per policy.

System & Reporting

• Update and maintain accurate customer records in the CRM / POS system.
• Generate and share daily reports on order status, customer feedback, and complaints.
• Escalate recurring issues to the Customer Care Supervisor or relevant department for resolution.

Quality & Service Standards

• Adhere to company service standards, communication guidelines, and scripts.
• Maintain professionalism and empathy in all customer interactions.
• Participate in regular training sessions to improve product knowledge and customer handling skills.

Qualifications & Skills:

• Education: High School Diploma or Bachelor’s Degree (preferred).
• Experience: 1–3 years in customer service, preferably in the F&B, retail, or hospitality industry.
• Technical Skills: Basic computer literacy; knowledge of CRM systems or POS software (e.g., ZOHO, Deliveroo, Talabat, etc.) is a plus.
• Language: Fluent in English; knowledge of Arabic or Hindi is an advantage.
• Soft Skills:
• Strong communication and interpersonal skills.
• Patience, empathy, and problem-solving attitude.
• Ability to multitask and work under pressure.
• Positive attitude and customer-focused mindset.

Job Types: Full-time, Permanent