Downtown Grill is an urban take-out and delivery kitchen that serves hot and amazing grills, sides and chops.

We are looking for a Customer Service Representative who is smart, reliable, digitally savvy, and able to communicate clearly with customers. You will be the first point of contact for enquiries, complaints, orders, and general support across our communication channels.

This role requires excellent communication skills, the ability to multitask, and a strong sense of professionalism.

Key Responsibilities

• Respond to customer enquiries via phone, WhatsApp, live chat, and chat in a polite and professional manner.
• Use Microsoft Office tools (Word, Excel, Outlook) confidently for documentation and reporting.
• Maintain accurate records of customer interactions and follow up where necessary.
• Resolve complaints quickly and effectively, escalating issues when needed.
• Guide customers on orders, payments, deliveries, product information, and general troubleshooting.
• Work closely with the operations and sales team to ensure a smooth customer experience.
• Track and report recurring issues so the team can improve services.
• Ensure all customer responses are typed clearly, grammatically correct, and well-structured.
• Meet daily and weekly targets such as response time, resolution rate, and ticket handling.
• Maintain a calm and friendly attitude even during high-pressure situations.
• Provide after-sales support and ensure customer satisfaction.
• Perform other administrative and support duties as assigned.

Requirements

• Strong typing skills (fast and accurate).
• Excellent reading and writing ability and must communicate clearly.
• Good command of English grammar and spelling.
• Digitally savvy, comfortable using online tools, apps, customer support systems, and web-based platforms.
• Proficient with Microsoft Office (Word, Excel, Outlook).
• Ability to multitask, switch between tasks, and manage time effectively.
• Strong problem-solving skills and attention to detail.
• A positive attitude, patience, and professionalism with customers.
• Ability to work independently and follow instructions.
• Previous customer service experience is an advantage but not compulsory.

Work Schedule: Monday to Sunday (with 2 off days per week, scheduled on rotation)