Think Beyond The Label Jobs

Job Information

Job Highlights:

Duties and Responsibilities

Inbound Communication

Platforms: Phone, email and Work Chat

Stakeholders: Guests, Restaurant Operations, Logistics

Scope of Work:

Answer phone calls and monitor emails from our guests. Guests typically contact us for delivery status updates, order amendments, special requests, questions about menu items and complaints.
Monitor requests and order updates from the Black Sheep Restaurants Operations, Logistics and Guest Relations teams.

Outbound Communication

Platforms: Phone, email, work chat, whatsapp

Stakeholders: Guests, Restaurant Operations, Logistics

Scope of Work:

All external communication must strictly abide by the client's guidelines.
Respond to phone and email enquiries in a timely and professional manner.
Call or email guests to confirm their order and delivery details.
Call or email guests to inform them of an issue/update to their order, such as a menu item being out of stock or delays to their delivery time.
Inform restaurant and logistics team members of updates relating to a guest's order or delivery details.
Ask restaurant and logistics teams for status updates.
Alert restaurant and logistics team members of special requests made by a guest.
Notify restaurant and logistic team members of VIP guest orders, orders that need to be handled with care based on past negative experiences, reminders of coupons/loyalty reward redemptions

Logistics

Platforms: FoodKit (https://hk.foodkit.io/), Work Chat, GetSwift

Stakeholders: Guests, Restaurant Operations team, Logistics team

Scope of Work:

Monitor inbound and outbound orders that come through on FoodKit, the digital ordering platform for GO.
Alert team members of orders that have been idle for a specific period.
Ensure orders on FoodKit are proceeding to the next stage of its delivery journey, eg. Vendor Accepted à Driver Accepted à Dispatched à Completed.
Prepare and notify restaurants of upcoming pre-orders
Track rider movement and activity on GetSwift, ensuring orders are being accepted, dispatched and marked as complete in real time

Data Entry and Reporting

Platforms: FoodKit (https://hk.foodkit.io/), Excel, Stripe

Stakeholders: Guests, Restaurant Operations team, Guest Relations team

Scope of Work:

Create new orders on FoodKit
Add special requests, order details or delivery details to the guests' order on FoodKit
Process payments and refunds as required through Stripe
Input detailed information about daily phone and email complaints in an Excel document
Download, format and input daily sales data into a pre-existing report template
Basic data manipulation to extract and report on pre-defined KPIs on a daily basis and share with stakeholders

System Updates

Platforms: FoodKit (https://hk.foodkit.io/)

Stakeholders: Restaurant Operations team

Scope of Work:

Update minimum spend details for each restaurant, twice daily
Update opening hours as necessary
Update/create menu items as necessary
Update guest profile information
Ensure store hours are reflected accurately based on changing business environments
Audit the platform to ensure items are available, follow up with restaurant teams if anything is unavailable or if a store is inactive

Qualifications

Bachelor's degree of any related field
5 years work experience in BPO - Customer Service
Experienced in servicing hospitality or restaurant customers is a plus.
Excellent communication skills.
Proficient is Microsoft Office. (Work, Excel, Outlook)
Experience with the payment platform Stripe would be great.
Experience with the platform FoodKit would really be fantastic, but not required.
Team members will make outbound calls and receive inbound calls.
Hybrid Set Up (2x a week onsite)
Candidate must be amenable to work following the HK time zone.

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