Customer Service Representative

Company Name: Downtown Grill Nigeria

Job Description:

At Downtown Grill Nigeria, our Customer Service Representative (CSR) plays a vital role in delivering a smooth and satisfying order experience for our customers. Whether it’s chatting on WhatsApp, answering phone calls, or attending walk-in pickups, you’ll ensure every customer is served with speed, accuracy, and professionalism. You’ll work closely with the kitchen, delivery, and management teams to ensure smooth operations and happy customers.

Key ResponsibilitiesOrder Handling & Communication

• Chat with customers via WhatsApp Business to take orders, answer questions, and share daily menus or promotions
• Answer incoming calls to assist customers with orders, inquiries, and follow-ups
• Attend to walk-in customers picking up pre-ordered meals or placing quick orders
• Confirm all order details clearly and share accurate pickup or delivery times
• Coordinate with the kitchen and dispatch team to ensure all orders are prepared and ready on time

Customer Support & Relationship Building

• Resolve customer complaints or delivery issues quickly and politely
• Maintain a friendly, helpful tone in all customer interactions—online or in person
• Follow up with repeat customers to build loyalty and encourage reorders
• Collect and report customer feedback to help improve service delivery

Sales & Promotion

• Share daily specials, combo offers, and promotions to encourage upselling
• Recommend popular dishes or best-sellers based on customer preferences
• Encourage referrals and participation in any loyalty or rewards program

Operations & Record-Keeping

• Keep accurate records of orders, pickups, and customer interactions
• Log complaints, late pickups, and delivery issues for review
• Assist in managing WhatsApp catalog, status updates, and quick replies
• Submit daily sales report at close of work

Qualifications

• OND/HND/Bachelor’s degree in any discipline
• 1–2 years experience in customer service, preferably in food, hospitality, or delivery-based businesses
• Strong communication skills—spoken and written English
• Proficient with WhatsApp Business, smartphones, and basic Excel/Google Sheets
• Fast, organized, and detail-oriented with a friendly, calm attitude
• A team player who thrives in a fast-paced environment

What We Offer

• Competitive monthly salary with transport allowance
• Annual paid leave allowance
• Hands-on training in customer handling, WhatsApp sales, and food delivery operations
• A fun, fast-growing work environment with real career growth potential

Job Type: Full-time

Pay: ₦70,000.00 – ₦100,000.00 per month

Location: Ibadan

Job Posted: 6th May 2025