Job Description

Customer Interaction and Support:

• Handle incoming (Call In) and outgoing (Call Out) calls to communicate with customers, ensuring booking details are accurate.
• Address customer inquiries, provide seating arrangements, and answer questions about dining experience.
• Manage customer requests for booking changes, cancellations, and special arrangements.

Reservation Management:

• Assign and confirm seats for customers based on their preferences and availability.
• Verify booking details and remind customers of their reservation time and guidelines.

Customer Maintenance and Engagement:

• Add customers to WhatsApp or Enterprise WeChat (WeCom) after their reservation, establishing direct contact.
• Maintain customer relationships by sending exclusive offers, promotions, and notifications about new menu items.
• Promptly respond to customers who book through online platforms and contact directly.

Data Recording and Analysis:

• Record customer feedback and booking information accurately.
• Regularly report to the supervisor on customer service performance and feedback.

Performance Evaluation:

• Earn performance bonuses based on customer redemption rate, satisfaction, and successful group bookings.
• Receive additional incentives for converting customers to private events or group reservations.

Job Requirements

• High school, diploma or above, with strong communication and interpersonal skills.
• Minimum of 1 year of experience in customer service or sales, preferably with call center experience.
• Clear, pleasant voice with strong customer service orientation.
• Familiarity with the hospitality, restaurant, or service industry is preferred.
• Strong problem-solving skills and ability to work under pressure.
• Proficient in using WhatsApp, WeChat (WeCom), and basic office software.

Salary and Benefits:

• Performance Bonus: Based on redemption rate, customer satisfaction, and successful group bookings.
• Comprehensive customer service training to enhance skills.

Skills