Objective
We are seeking a dynamic and customer-focused individual with excellent communication, public relations (PR) skills, and proficiency in Excel and PowerPoint to join our team as Customer Service Representative. You will manage customer complaints, handle catering requests, process reservations, and bulk orders, while reporting to the Head of Operations. You will also be responsible for generating reports and presentations to support operational insights.
Key Responsibilities:
1. Address Customer Complaints:
- Handle customer complaints professionally, ensuring timely and satisfactory resolution. Use your strong PR and communication skills to make customers feel valued and escalate issues to the Head of Operations as necessary.
2. Manage Catering Requests:
- Oversee catering orders from inquiry to delivery, coordinating with internal teams to ensure all orders are accurate and on time.
3. Handle Reservations:
- Assist customers in making, modifying, or canceling reservations, ensuring all requests are managed smoothly and communicated to relevant teams.
4. Process Bulk Orders:
- Manage large orders effectively, working with multiple departments to ensure order accuracy and timely fulfillment.
5. Customer Engagement:
- Utilize your vibrant personality and communication skills to engage with customers, upsell products, and provide information on services, enhancing overall customer satisfaction.
6. Public Relations:
- Maintain positive relationships with customers, acting as a brand ambassador to uphold the company's reputation through professional and positive interactions.
7. Reporting:
- Generate daily, weekly, and monthly reports using Excel to track customer feedback, complaints, catering orders, and bulk orders. Present key findings and insights to the Head of Operations using PowerPoint presentations.
8. On-site Coordination:
- Work closely with the Head of Operations on-site, ensuring real-time problem-solving, smooth customer service, and coordination with other departments.
9. Data Analysis & Presentation:
- Analyze customer data, complaints, and operational feedback using Excel, and create presentations in PowerPoint to support team meetings or operational reviews.
Qualifications:
• Proven experience in customer service with strong PR and communication skills.
• Proficiency in Microsoft Excel (for data entry, reporting, and analysis) and PowerPoint (for creating presentations).
• A dynamic and vibrant personality with the ability to engage and connect with customers.
• Strong problem-solving skills, particularly in handling complaints and managing orders.
• Ability to multitask, stay organized, and manage multiple responsibilities efficiently.
• Familiarity with order management systems and CRM tools is an advantage.