Customer Care Representative (CCR)

Customer Support & Communication

• Respond promptly and professionally to customer inquiries via phone, email, chat, and social media.
• Address and resolve complaints related to orders, service quality, delays, or product issues.
• Escalate complex issues to the appropriate departments and follow up to ensure resolution.
• Provide accurate information about menus, promotions, reservations, delivery policies, and store locations.

Guest Experience Management

• Monitor guest feedback from third-party delivery apps, Google reviews, or internal systems.
• Coordinate with restaurant teams to investigate and respond to negative feedback.
• Log customer feedback and complaints to identify recurring issues and areas for improvement.

Loyalty & CRM Support

• Assist customers with loyalty program enrollment, point redemptions, and account issues.
• Maintain updated customer records and report system issues to the CRM/IT team when necessary.
• Help educate customers about ongoing offers, campaigns, or loyalty benefits.

Reporting & Process Improvement

• Track customer service KPIs (e.g., response time, resolution rate, satisfaction scores).
• Recommend improvements to processes, FAQs, or systems to enhance efficiency and guest experience.
• Prepare weekly or monthly reports summarizing customer issues and resolutions.

Qualifications:

• Bachelor’s degree (preferred).
• 1–3 years of experience in a customer service role, ideally in the restaurant, food delivery, or hospitality sector.
• Calm and empathetic under pressure with strong problem-solving skills.
• Basic understanding of restaurant operations and common customer concerns (e.g., delivery, dine-in experience, allergies).

Location: Lahore

Job Type: Full-time

Work Location: In person