Associate Customer Experience - What's App

FoodHub; Chennai District; On-site; INR 300,000 - 500,000; Full time

Job summary

FoodHub is seeking an Associate Customer Experience for its operations in Chennai, Tamil Nadu. In this role, you will provide top-notch customer service to our diverse clients, proactively identify client needs, and work closely with internal teams to resolve queries. Strong communication and client service skills are essential for success. You will also contribute to enhancing the overall customer experience while supporting our commitment to building the best food ordering platform.

Qualifications

• Excellent communication, customer service and empathy skills with personal communication styles.
• Ability to educate clients on products and services with a customer-centric mindset.
• Proven customer support experience or experience as a Client Service Representative.

Responsibilities

• Provide excellent customer service and fulfill client requests.
• Spot patterns in client frustrations and improve processes.
• Support and educate clients on product usage.
• Prioritize and elevate client feedback to internal teams.

Skills

Excellent communication skills

Customer service skills

Empathy skills

Ability to educate clients

Teamwork abilities

Client service experience

Familiarity with CRM systems

Job description

Associate Customer Experience - What's App

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.

Job Description

Responsibilities:

• Providing excellent customer service to our clients Fulfilling client requests.
• Proactively spotting patterns in the frustrations or hopes of our clients, seeing where we can change our processes, tools or product to make them happier.
• Identify customers who are in vulnerable situations and help to figure out what steps we can take to support them.
• Work closely with our internal teams to act as the first line of support to help spot and investigate trends, whilst making decisions about how best to resolve a client's queries.
• Deal with technical related queries and help educate the client to use our products to self-serve.
• Understand, prioritize and elevate client feedback and feature requests to the internal product team. Plus, being the first port of call for complaints to make sure that they're treated fairly and can share their thoughts and concerns.
• Support members of the customer support team by being a mentor to new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best food ordering platform and support system for Takeaways and restaurants in the world!

Requirements

Required Skills:

• Excellent communication, customer service and empathy skills with the ability to use a range of communication styles to provide a personal approach.
• The ability to educate our clients on a range of products and services A genuine passion for helping others with a customer-client centric mindset.
• The ability to work seamlessly as part of a team but also the ability to use your own initiative.
• Proven customer support experience or experience as a Client Service Representative.
• Familiarity with CRM systems and practices.