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