Customer Service Representative - Food and Order Management

TMC BPO Services (Philippines) Corporation; Makati; On-site; PHP 279,000 - 391,000; Full time

Job summary

TMC BPO Services (Philippines) Corporation in Makati is seeking a customer order processor to handle end-to-end order management from receipt to delivery. You will verify order details, coordinate with restaurant stores and Operations, and ensure accurate records and prompt resolutions.

Responsibilities include monitoring orders from placement to completion, addressing delays or issues, processing modifications or cancellations, and communicating clearly with customers through multiple channels.

Responsibilities

• Receive, review, validate, and process customer orders accurately and within established turnaround times.
• Monitor incoming orders from the company's approved ordering channels and ensure proper endorsement to the appropriate restaurant store or concerned team.
• Verify order details, including products or menu items, quantities, customer information, payment details, delivery or pick-up instructions, and special requests.
• Coordinate with restaurant stores and Operations regarding order acceptance, preparation, availability of menu items, and fulfillment concerns.
• Monitor orders from placement until completion, pick-up, or successful delivery.
• Immediately coordinate order delays, unavailable items, incorrect orders, cancellations, and other fulfillment issues with the appropriate store or department.
• Assist in processing order modifications, cancellations, refunds, replacements, or other corrective actions in accordance with company policies.
• Maintain accurate and updated records of orders, transactions, cancellations, customer concerns, and resolutions.
• Handle customer inquiries and concerns received through phone calls, email, messaging platforms, social media, online ordering channels, or other company-approved communication channels.
• Provide customers with accurate information regarding their orders, menu availability, promotions, delivery status, store information, and applicable company policies.

Job description

• Receive, review, validate, and process customer orders accurately and within established turnaround times.

• Monitor incoming orders from the company's approved ordering channels and ensure proper endorsement to the appropriate restaurant store or concerned team.

• Verify order details, including products or menu items, quantities, customer information, payment details, delivery or pick-up instructions, and special requests.

• Coordinate with restaurant stores and Operations regarding order acceptance, preparation, availability of menu items, and fulfillment concerns.

• Monitor orders from placement until completion, pick-up, or successful delivery.

• Immediately coordinate order delays, unavailable items, incorrect orders, cancellations, and other fulfillment issues with the appropriate store or department.

• Assist in processing order modifications, cancellations, refunds, replacements, or other corrective actions in accordance with company policies.

• Maintain accurate and updated records of orders, transactions, cancellations, customer concerns, and resolutions.

• Handle customer inquiries and concerns received through phone calls, email, messaging platforms, social media, online ordering channels, or other company-approved communication channels.

• Provide customers with accurate information regarding their orders, menu availability, promotions, delivery status, store information, and applicable company policies.