Associate Customer Experience - Consumer Services
Job Description
About Us
Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.
From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.
The job roles and responsibilities are,
Respond to customer inquiries via chat and email in a timely and professional manner
Provide expert guidance and support to chat, email and whatsapp support agents
Resolve complex customer inquiries and escalations
Develop and maintain knowledge base articles and resources
Conduct training sessions for new and existing team members
Analyse support trends and provide recommendations for process improvements
Stay updated with industry trends, best practices, and regulations.
Collaborate with stakeholders to identify areas for improvement and implement solutions.
Collaborate with other departments to ensure a seamless customer experience
Ensure compliance with company policies and procedures.
Participate in meetings, workshops, and training sessions as required.
Maintain accurate documentation and records related to the subject matter
Knowledge Required
Understanding of customer service principles
Basic knowledge of our products and services
Familiarity with common customer issues and how to resolve them
Requirements
Years of Experience: 2 - 4 years
Required Skills
The candidate should have the below skill sets,
Excellent communication and presentation skills
Strong phone contact handling skills and active listening
Ability to multitask, prioritise, and manage time effectively
Ability to work under pressure
Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving quota
Excellent communication and presentation skills.
Excellent analytical skills
Benefits
We offer
Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.
From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.
The job roles and responsibilities are,
Respond to customer inquiries via chat and email in a timely and professional manner
Provide expert guidance and support to chat, email and whatsapp support agents
Resolve complex customer inquiries and escalations
Develop and maintain knowledge base articles and resources
Conduct training sessions for new and existing team members
Analyse support trends and provide recommendations for process improvements
Stay updated with industry trends, best practices, and regulations.
Collaborate with stakeholders to identify areas for improvement and implement solutions.
Collaborate with other departments to ensure a seamless customer experience
Ensure compliance with company policies and procedures.
Participate in meetings, workshops, and training sessions as required.
Maintain accurate documentation and records related to the subject matter
Knowledge Required
Understanding of customer service principles
Basic knowledge of our products and services
Familiarity with common customer issues and how to resolve them
Requirements
Years of Experience: 2 - 4 years
Required Skills
The candidate should have the below skill sets,
Excellent communication and presentation skills
Strong phone contact handling skills and active listening
Ability to multitask, prioritise, and manage time effectively
Ability to work under pressure
Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving quota
Excellent communication and presentation skills.
Excellent analytical skills
Benefits
We offer
- Great work environment and friendly team culture
- Competitive Pay
- Cab Facilities.
- Medical Insurance
- Incentives
More Info
Key Skills
Phone contact handling skills
Customer support experience
About Company