Customer Care Representative at Artcaffe Coffee and Bakery

About the Role:

• As a Customer Care Representative, you will be the voice of our brand-responding promptly, resolving issues empathetically, managing online reviews, and supporting order accuracy and delivery. Your efforts will help foster loyalty, improve satisfaction, and support seamless restaurant operations.

Key Responsibilities

• Engage with customers daily via phone, social media, WhatsApp, Google reviews, and delivery apps
• Respond within SLA times: calls in 3 seconds, social/chat in ≤15 mins, email & reviews in ≤1 hour
• Resolve complaints efficiently and personalize responses to meet customer needs
• Encourage positive reviews, escalate negative feedback, and work on improving star ratings
• Assist with order placement, tracking, and delivery updates
• Promote menu items, specials, and offers to increase sales
• Collaborate with store managers to address outlet-specific issues
• Maintain accurate records of all interactions and transactions in our CRM
• Submit weekly reports and contribute to process improvements for better customer experience.

Qualifications:

• Excellent communication skills (English proficiency required; additional languages a plus)
• Empathy, patience, and a customer-focused attitude
• Strong problem-solving skills and adaptability in a dynamic environment
• Good technical skills with CRM tools, social media platforms, and order systems
• Ability to prioritize tasks and manage time effectively
• Sales-minded with upselling abilities
• Collaborative team player with high attention to detail