Customer Support Assistant - On Call / Standby hours [CLOSED]

About the company

Food Serve - Online Ordering System in Northern Ireland

Foodserve.app is an online platform that provides fully branded online ordering systems for Takeaways and Restaurants in Northern Ireland.

We look after the entire ordering process for our clients from building a website and branded apps, order processing and online payments. We also provide off line and digital marketing for the takeaways to ensure a steady stream of orders every night.

As well as creating branded online ordering systems, we have linked all our clients up to a marketplace called FoodBooking. This app allows customers to see what different takeaways available in their area and order in seconds.

Our Company

FoodServe was started during the 2020 pandemic and has grown to have over 70 clients and 3 members of staff. Our goal for 2023 is to double our takeaway clients. We are based in Derry, Northern Ireland.

 

See what we do: https://www.foodserve.app

About the role

To achieve our goal of doubling  our partners this year, the FoodServe team are looking for a Customer Support Superstar who will provide the best support and turn our clients into fans!

We are looking for a highly motivated and customer-oriented individual to join our team as a Customer Support Assistant. You will be providing technical support to our food ordering partners (the takeaway / restaurant owners). We take pride in using WhatsApp to provide instant support when our partners need it.

Key Responsibilities:

• Provide technical support to customers through WhatsApp
• Monitor the system and resolve any issues that arise
• Manage price and menu changes in a timely manner
• Onboard new clients and ensure they have a positive experience using the system
• Handle refunds and ensure that they are processed according to company policies
• Troubleshoot any issues that arise and escalate to the appropriate team members as needed
• Maintain accurate records of customer interactions and ensure that customer feedback is communicated to the appropriate teams
• Continuously improve the customer experience by identifying areas for improvement and making suggestions for process improvements

In your first weeks at Food Serve, you will have the opportunity to familiarise yourself with the product and with using it. 

Tools FoodServe team uses to manage work & communicate:

• Whatsapp→ managing client support queries instantly / communicating with our team
• Foodserveadmin →  Our order taking app

 

About you

Qualifications Required:

·        English C1 or higher

·        Previous experience in customer support or a related field is preferred

·        Excellent communication skills, both written and verbal

·        Ability to work independently and as part of a team

·        Strong problem-solving skills and attention to detail

·        Ability to work in a fast-paced environment and handle multiple tasks simultaneously

·        Proficient in ICT, using WhatsApp, CMS and other customer support tools

Working Conditions:

This is a part-time, on call position. You must be available to work every Wednesday - Sunday from 4pm - 10pm GMT (UK Time).

The candidate will work remotely and will be required to have a stable internet connection and a quiet workspace. The candidate will also be required to have internet access, WhatsApp, a laptop/computer and other necessary customer support tools.

Full training will be provided.

If you are a self-starter with a passion for customer support and are looking for a challenging and rewarding position, we encourage you to apply for this exciting opportunity.

What's in it for you?

• Fully remote working - work anywhere in the world as long as you have a reliable internet connection
• On call position - Most queries can be resolved in minutes, in some cases there will be no calls for the day

How to apply?

Apply by using job rack and send over your cv. If successful you will be asked to attend a web meeting interview.