Customer Care Representative at Artcaffe Coffee and Bakery

Artcaffe Coffee and Bakery

  • Kenya
  • Permanent
  • Full-time
  • 1 month ago
A warm and inviting space filled with fresh cut flowers, an overflowing bookcase, freshly baked breads & patisserie, the heartwarming scent of fresh coffee and relaxing music set within some of Nairobi's most dynamic malls; Artcaffé is a haven from hectic city life. We give our customers a place to rest and relax over great food and drinks made by our passionate team of chefs, baristas and mixologists, to ensure each visit is a memorable experience.Customer Care RepresentativeAbout 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
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