Deliver excellent hospitality by serving guests courteously
ensuring accurate order-taking and timely service
maintaining cleanliness and ambience
supporting operational duties
recommending menu items confidently
adhering to hygiene
grooming
safety standards
Customer Follow-Up & Service Recovery: Follow up on pending customer cases until resolution. Coordinate approved refunds, replacements, vouchers or other service recovery and escalate serious or unresolved matters to the relevant PIC.
Reviews & Online Feedback: Monitor and respond to customer reviews and feedback across Google Business Profiles, Grab and other assigned platforms according to company guidelines. Highlight issues requiring operational attention to the relevant team.
Customer Records & Reporting: Maintain proper records of complaints, feedback, resolutions and service recovery. Track pending cases and provide basic customer service updates or reports when required.
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Customer Follow-Up & Service Recovery: Follow up on pending customer cases until resolution. Coordinate approved refunds, replacements, vouchers or other service recovery and escalate serious or unresolved matters to the relevant PIC.
Reviews & Online Feedback: Monitor and respond to customer reviews and feedback across Google Business Profiles, Grab and other assigned platforms according to company guidelines. Highlight issues requiring operational attention to the relevant team.
Customer Records & Reporting: Maintain proper records of complaints, feedback, resolutions and service recovery. Track pending cases and provide basic customer service updates or reports when required.
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Perform customer verifications based on transaction and credit limits.
Handle customer complaints by investigating issues, completing the Customer Complaint Form, and submitting Credit Note (CN) applications as necessary, follow up Customer complaints and ensure the issue is resolved within the specific time frame.
Process customer orders, application forms, and various requests accurately and· efficiently.
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Manage end-to-end customer order processing and fulfillment, including order receipt, validation, processing, shipment scheduling, delivery coordination, and monitoring outstanding purchase orders to ensure timely and accurate order execution.
Coordinate order fulfillment activities with customers, warehouse operations, transportation providers, sales teams, and cross-functional stakeholders to ensure seamless service delivery and customer satisfaction.
Plan and monitor customer deliveries by coordinating shipment schedules, special delivery requirements, and on-site arrangements to achieve on-time delivery performance.
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