Associate/Senior Associate Customer Experience

FoodHub; Chennai District; On-site; INR 450,000 - 750,000; Full time

Benefits offered by this job

Great work environment

Competitive pay

Medical insurance

Incentives

Job summary

Foodhub is hiring for Associate/Senior Associate Customer Experience to respond to inquiries via chat and email, guiding support agents, and resolving escalations across a large global client base. The role emphasizes knowledge-base development, training delivery, and trend analysis to improve customer journeys.

Foodhub serves 30,000+ restaurant, takeaway, stadium, hotel and bar clients across the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ.

Qualifications

• Excellent communication and presentation skills.
• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritise, and manage time effectively.
• Proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quota.

Responsibilities

• 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

Skills

Communication skills

Active listening

Time management

Multitasking

Customer support experience

Job description

Associate/Senior Associate Customer Experience

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

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

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.

We offer

• Great work environment and friendly team culture
• Competitive Pay
• Medical Insurance
• Incentives

These vacancies are urgent. Immediate Interviews. !