What you'll do:
• Monitor, log, and track customer complaints and feedback received from various channels, including in-person, phone, email, and digital platforms.
• Ensure all complaints are acknowledged promptly and resolved within the defined turnaround time (TAT).
• Analyze customer feedback and online reviews to identify patterns, trends, and areas for improvement in service delivery.
• Identify inefficiencies in front-of-house FOH operations and recommend best practices to optimize workflows and enhance the customer experience.
• Identify recurring issues and gaps in current processes, providing actionable recommendations to prevent future complaints.
• Collaborate with cross-functional teams (e.g., Operations, Marketing, Training, and Quality Assurance) to streamline workflows and enhance service standards.
• Design and implement comprehensive FOH training programs focused on customer service excellence, communication, and problem resolution.
• Provide ongoing coaching, mentorship, and performance feedback to frontline staff to foster a customer-centric culture.
• Develop and maintain contingency plans for managing customer complaints and handling service disruptions, ensuring smooth crisis response and recovery.
• Conduct regular service quality audits to ensure adherence to brand standards and operational excellence.
• Prepare and present monthly and quarterly reports summarizing customer complaints, resolution timelines, trends, and root cause analyses.
• Deliver insights and recommendations to senior management to support data-driven decisions and continuous improvement in customer service strategies.
• Lead or support special projects aimed at enhancing the overall customer journey and refining complaint resolution processes.
Who you are:
• Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree
• 3+ years of proven experience in customer service, or a related role.
• Must have experience in food and beverage industry.
• Excellent communication and interpersonal skills. Strong proficiency in written and spoken English.
• Strong organizational and multitasking abilities.
• Attention to detail and a commitment to accuracy.
• Problem-solving skills with a proactive and customer-centric approach.