Job Summary
The Customer Service Agent is responsible for managing all third-party delivery aggregator platforms for the coffee chain. This role ensures accurate menu setup, pricing, and item availability, monitors incoming orders, resolves customer complaints, and coordinates closely with store teams and aggregator support to deliver smooth daily operations and high levels of customer satisfaction.
Key Responsibilities
- Manage and operate third-party delivery aggregator platforms on a daily basis.
- Set up, update, and maintain menus, pricing, promotions, and item availability across platforms.
- Monitor incoming orders to ensure accuracy, timeliness, and proper fulfillment.
- Handle customer inquiries, complaints, and feedback professionally and efficiently.
- Coordinate with store teams to resolve order issues, delays, or discrepancies.
- Liaise with aggregator support teams to resolve technical, operational, or system-related issues.
- Track order performance, cancellations, and service issues; report recurring problems to management.
- Ensure platform compliance with company standards, branding, and service quality guidelines.
- Support promotions, launches, and menu changes across all delivery channels.
- Maintain accurate records of customer issues, resolutions, and platform updates.
Skills
Qualifications & Requirements
- Bachelor’s degree in Business Administration or a related field.
- 1–3 years of experience in customer service, food delivery platforms, or retail operations.
- Hands-on experience with third-party delivery aggregators is highly preferred.
- Strong communication and problem-solving skills.
- Ability to multitask and work under pressure in a fast-paced environment.
- Good computer skills and familiarity with online ordering systems.
- Customer-focused mindset with strong attention to detail.