Customer Service Manager

Job Summary

• The Customer Service Manager will oversee all customer interaction channels for the restaurant including phone orders, online platforms, and in-person feedback ensuring exceptional guest experiences at every touchpoint.
• The ideal candidate has hands-on experience with call center systems and has successfully managed a customer support or order management team in the food service or hospitality industry.

Key Responsibilities

• Supervise and coordinate the daily activities of the customer service/call center team handling orders, reservations, and customer inquiries.
• Ensure timely and professional responses to calls, chats, and online orders from customers.
• Implement and manage call center applications or CRM tools to track orders, feedback, and performance metrics.
• Handle escalated customer issues and resolve complaints with tact and professionalism.
• Monitor and analyze service KPIs such as response time, order accuracy, and customer satisfaction.
• Collaborate with the kitchen, delivery, and operations teams to ensure smooth service flow and timely order fulfillment.
• Train and motivate customer service representatives to deliver high-quality support and maintain service standards.
• Maintain up-to-date knowledge of menu items, promotions, and company policies.
• Gather and present insights from customer feedback to improve service delivery and guest retention.
• Develop and enforce service policies and communication guidelines for all customer-facing staff.

Requirements

• Bachelor’s degree in Hospitality, Business Administration, Communications, or a related field.
• 2-3 years of experience in customer service or call center operations, with at least 1 year in a supervisory or managerial role.
• Experience in the restaurant, food delivery, or hospitality industry is highly preferred.
• Proficiency with call center tools, CRM systems, and order management platforms e.g., Zendesk, HubSpot, Toast, or similar.
• Strong leadership, coaching, and team-building skills.
• Excellent communication, conflict resolution, and multitasking abilities.
• Ability to work flexible hours, including weekends and evenings, as required by restaurant operations.
• Experience managing online food delivery platforms e.g., Jumia Food, Glovo, Bolt Food, Chowdeck.
• Data-driven approach to improving customer satisfaction and operational efficiency.