CUSTOMER CARE OFFICER

Job Summary

You will manage customer interactions across multiple channels, resolve issues efficiently, assist with bookings and orders, and collaborate with internal teams to enhance customer satisfaction in a fast-paced food and beverage environment.

Responsibilities

• Respond promptly to customer enquiries via phone, email, WhatsApp, and other communication channels to provide clear and accurate information.
• Deliver professional, friendly, and efficient customer service to create positive customer experiences.
• Manage customer feedback, complaints, and requests by investigating issues and providing timely resolutions.
• Assist customers with reservations, bookings, orders, and general enquiries to facilitate smooth service delivery.
• Follow up with customers to confirm satisfactory resolution of their concerns.
• Provide detailed and accurate information on products, services, promotions, and company policies to support informed customer decisions.
• Coordinate with restaurant outlets and relevant departments to address and resolve customer concerns effectively.
• Maintain and update customer records, enquiries, feedback, and complaints in the database to ensure accurate documentation.
• Identify recurring customer issues and recommend improvements to enhance service quality.
• Support promotional campaigns and customer engagement activities to boost customer loyalty.
• Perform administrative and customer service duties as assigned by management to support daily operations.
• Manage multiple tasks independently in a fast-paced environment while maintaining high service standards.
• Communicate effectively in English and Mandarin to assist Mandarin-speaking customers and ensure clear understanding.

Preferred competencies and qualifications

• Minimum 1–2 years of customer service or related experience.
• Proficiency in Microsoft Office and basic computer applications.
• Strong communication and interpersonal skills.
• Skilled in problem-solving and conflict resolution.
• Ability to handle customer complaints professionally and patiently.
• Good telephone etiquette and written communication skills.
• Customer-oriented with a friendly and positive attitude.