Customer Service Assistant- Restaurant Operations
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About the role
The Customer Service Assistant – Restaurant Operations is responsible for providing timely, professional, and customer-focused assistance to guests through phone calls, online messaging platforms, email, and other customer service channels. The role serves as a central point of contact between customers and restaurant branches, handling inquiries, concerns, complaints, order-related issues, reservations, and customer feedback. The position works closely with restaurant operations teams to ensure concerns are properly addressed and resolved while maintaining a positive customer experience.
Key responsibilities
- Handle incoming customer calls, messages, emails, and inquiries regarding restaurant products, services, promotions, operating hours, branch locations, and other concerns
- Provide accurate and courteous responses to customer inquiries in accordance with established customer service standards
- Assist customers with restaurant-related requests such as reservations, order inquiries, delivery concerns, and special requests
- Maintain a professional, friendly, and customer-oriented approach in all interactions
- Receive, document, and assess customer complaints and concerns
- Provide initial resolution whenever possible based on established guidelines and procedures
- Coordinate with restaurant branches regarding customer orders, missing or incorrect items, delayed orders, product availability, and other operational concerns
- Record customer compliments, complaints, suggestions, and other feedback in the designated tracking system
- Maintain complete and accurate records of customer interactions, cases, resolutions, and pending concerns
- Prepare daily, weekly, or monthly customer service reports as required About you
- Graduate of any 2-year or 4-year course, preferably in Hospitality Management, Hotel and Restaurant Management, Business Administration, Communications, or a related field
- Fresh graduates are welcome to apply; experience in customer service, call center/BPO, food service, restaurant operations, or hospitality is an advantage
- Strong verbal and written communication skills
- Customer-oriented with good listening, problem-solving, and interpersonal skills
- Able to handle customer complaints professionally and calmly
- Comfortable handling phone calls, chat/messages, email, and other customer service channels
- Basic knowledge of Microsoft Office or Google Workspace applications
- Able to coordinate effectively with multiple restaurant branches and departments
- Willing to work on shifting schedules, weekends, and holidays when required
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