Job Description
Stoke-on-Trent, United Kingdom | Posted on 29/02/2024
Foodhub is a highly successful tech business providing EPOS and APOS systems to the restaurant and takeaway industry. Our Online portal, Foodhub is a consumer-focused online food ordering platform enabling customers to order their favourite dishes at the click of a button. With a 0% commission model and using the latest technology, dedicated customer service and international advertising campaigns, our restaurant and takeaway partners couldn’t be in better hands.
We are in hyper-growth mode right now and working very hard to support restaurant partners who need orders without giving away all their profits. Our products speak for themselves and with 20,000 restaurant partners across three continents already, our aim is to double that to 40,000.
Job Description
Accept all incoming calls and complete first call resolution to the best of their ability
Ensure all inbound emails are read and actioned upon accordingly
Take full accountability from start to finish to ensure a positive customer experience
Investigate and resolve customer complaints quickly and efficiently. In the event issues are unable to be resolved, to ensure issues are escalated to the relevant department or agent
Maintain thorough and accurate customer service records via MS
Keep confidential records and financial information private and secure
Explore and support Foodhub clients with business growth using the Foodhub tools available
Learn, maintain and upskill knowledge to ensure basic knowledge of all relevant technology and services provided by the company
Communicate with customers about any merchandise orders, including any delays or changes in delivery
Ensure all orders are successfully accepted by clients using a variety of methods including but not limited to calling clients, emailing clients and sending SMS
Assist clients in registering for Datman Accounts & Verification process
Actively dial outbound calls to clients to complete daily check ups and arrange SMS/Email promotions
Requirements
- Conduct first call resolution to all inbound queries & complete escalation accordingly
- Input all information regarding clients on MS
- Strong verbal and written communication skills
- Going the extra mile for our clients to ensure they have an exceptional experience with Foodhub
- Actively promote customers to provide feedback on the level of service and maintain a high level of CSAT
- To be the best Customer Service team in the Foodhub business across the globe
- Help support business growth for our clients by exploring the tools Foodhub has available
- 33 days holidays Pro Rata (inclusive of Bank Holidays)
- Holiday exchange - Buy up to 5 days' holiday per year
- Employee Assistance Programme
- Wellness Scheme
- Discounted Cancer Screening
- Discount Hub
- Cycle to Work Scheme
- Gym Membership - Contribution of up to £30 per month
- Will Writing Service
- Mobile or Tech Salary Sacrifice Scheme
- Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.