POSITION/TITLE : Customer Service Representative (CSrs
REPORTS TO : Restaurant Manager
- Hybrid – 3 days WFH and 3 days work on Site
- Coordination every day
WORK LOCATION: Remote / Rockwell Makati
TRAINING : Face to Face at the Restaurant – 1 month
SALARY RATE : Ph P22,000-25,000
JOB SUMMARY:
The Customer Service Representative (CSR) is responsible for delivering exceptional customer service by handling inquiries, reservations, and customer requests. Working remotely, the CSR provides prompt, accurate, and professional responses through various communication channels, including phone, email, and online chat. The role focuses on ensuring a seamless guest experience while maintaining the restaurant's high standards of hospitality and service.
COMPETENCIES:
1. Communication Skills
2. Customer Focus
3. Product Knowledge
4. Attention to detail
5. Time Management
6. Adaptability and Flexibility
7. Technical Proficiency
8. Team Work & Collaboration
9. Emotional Intelligence
10. Accountability and Ownership
I. Role Responsibilities

• Managing Inquiries: CSRs will handle customer queries about menu items, pricing, and table availability. They should have a detailed understanding of the restaurant's offerings.
• Reservation Management: Handling bookings and reservations, ensuring smooth coordination between guests and the restaurant's seating availability, managing special requests, and noting any special occasions.
• Guest Relations: Providing a high standard of customer service, dealing with complaints, concerns, or special accommodations in a professional and friendly manner.
• Digital Communication: Responding to queries through phone, email, and online chat services, using a customer relationship management (CRM) system to log and track all communications.

2. Work-from-Home Requirements

• Functional Workstation: CSRs must have a quiet, professional setup with a computer, headset, and fast internet connection to handle customer calls and digital communications effectively.
• Internet Expenses: As per agreed, employees will cover their internet expenses, but the restaurant might provide additional allowances or incentives for maintaining high-speed connections.
• Communication Tools: Use of cloud-based software, and any tools applicable for CSR.
• Team Communication: Regular check-ins with the restaurant manager via video conferencing or messaging platforms like Whatsapp or messenger to ensure all reservations and customer inquiries are aligned with the restaurant's in-house team.

3. Service Quality Considerations

• Consistent Availability: CSRs should ensure consistent responsiveness and availability during their shifts to cater to high-end clientele who expect quick responses.
• Professionalism: Maintaining high levels of professionalism, ensuring that the WFH environment does not affect the quality of communication with guests.
• Data Security: Adhering to strict privacy and data security standards, as CSRs will have access to sensitive customer information (credit card details, personal preferences, etc.).

4. Performance and Reporting

• Accomplishment Reports: Regularly submitting reports of inquiries handled, reservations booked, complaints resolved, and any special requests made during their shifts.
• Metrics: Evaluating performance based on customer satisfaction ratings, booking accuracy
• Email Reporting: If a CRM system is not available, CSRs can submit their reports via email to their immediate supervisor or manager. The subject line should include the report type and date
•  Shared Folders/Platforms: Use shared tools like Google Drive, Microsoft Teams, or a project management tool like Trello or Asana, where CSRs can upload their daily reports and track their performance.

5. Reporting Frequency

• Daily Submission: CSRs should submit their accomplishment reports at the end of each shift to ensure transparency and keep the management updated on ongoing operations.
• End-of-Week Summary: Along with daily reports, CSRs could be asked to submit a weekly summary that outlines overall performance, customer feedback trends, and any insights for improving service.
• Weekly reporting through online

TASK LIST

• Customer Inquiries handling
• Reservation Management
• Customer Issues resolution
• Accomplishment and Performance Reporting
• Coordinating with Restaurant Manager
• Adherence to Work from Home protocol
• Knowledge maintenance
• Data security and confidenciality

Qualifications:

• Educational Background:
• A college degree in business, communications, hospitality, HRM or a related field is preferred but not mandatory.
• Work Experience:
• Customer Service Experience: At least 1-2 years of experience in a customer service role, preferably in hospitality, restaurants, or a similar high-touch environment.
• Experience with Reservations Systems: Familiarity with reservation management software (e.g., Open Table, Resy) is a plus.
• Work from Home Experience: Experience working remotely, with a demonstrated ability to manage time, responsibilities, and productivity without direct supervision, is an advantage.
• Technical Proficiency:
• Proficiency in using computer systems, including CRM (Customer Relationship Management) platforms and reservation software.
• Basic skills in Microsoft Office (Word, Excel) or Google Suite (Docs, Sheets).
• Experience with Vo IP (Voice over Internet Protocol) systems and online communication platforms (e.g., Zoom, Gmeet) for virtual meetings.

Job Types: Full-time, Permanent
Pay: Php20,000.00 - Php25,000.00 per month
Benefits:

• Flexible schedule
• Paid training
• Pay raise
• Work from home

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Commission pay
• Overtime pay
• Performance bonus

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Representative: 1 year (Preferred)

Language:

• English (Preferred)