Job closed
Ref: SP993-04
Job description / Role
Policies and Procedures
· Participate in the creation and establishment of the customer care and service policy and procedures and ensure compliance with the set standards
· Assist in the development and implementation of policies and procedures for food service solutions as food safety and hygiene standards.
Customer Service
· Analyse customer complaints and propose effective actions to resolve and reduce future complaints
· Oversee the customer service satisfaction survey and propose a action plan to manage expectations
· Attend to customer needs by answering any queries or resolving complaints following the set guidelines
Reporting
· Prepare and submit periodic reports to the management
· Audit and report on customer service levels by identifying improvement opportunities at all service units
· Supervise day-to-day operations
· Respond to customer service issues in a timely manner
Standards Management
· Oversee and ensure the team maintains a professional image
· Ensure the quality of services offered to customers as per internal standards and work to improve on the existing standards
· Ensure the effectiveness of Food to Gol standards through tools such as customer surveys
Initiatives
· Actively monitor and support the implementation of new and existing SKU’s and other customer service initiatives
Human Capital Responsibilities
· Assist in implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
· Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
· Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
· Develop and implement on the job-training for the team
· Hire and train new staff
· Manage the approved budget
· Maintain the food cost and wastage reports
· Provide inputs for the development of annual manpower plan
Disclaimer: This role description reflects the general details considered necessary to describe the principal responsibilities of the role identified and shall not be construed as an exhaustive description of all the work requirements inherent to success in the role.
Requirements
Minimum Qualifications/Education
· Bachelor Degree in hospitality Business, or equivalent
· Additional certificates related to customer service is preferred
Minimum experience
· 5+ years’ experience in a similar role, with at least 1 year in the region
Skills
· Strong communication and problem solving skills
· Customer service oriented
About the Company
A leading retail company in UAE