Customer Excellence Associate
-
Tai Seng MRT, Hougang
Tai Seng MRT Station (CC11), 33 Upper Paya Lebar Road, Singapore, 534803
- Full Time
- 5 Day Week
Responsibilities:
• Respond to feedback across Google reviews, delivery platforms, social media, email and hotline within 2 hours.
• Investigate and resolve complaints, coordinate service recovery and maintain case records.
• Escalate serious food safety concerns to Operations and Food Safety on the same day.
• Visit outlets weekly, covering every outlet at least once every 4 weeks.
• Audit service speed, greetings, order accuracy, grooming, cleanliness and packaging.
• Coordinate mystery shoppers and follow up on outlet improvement plans.
• Maintain service standards, complaint scripts and allergen FAQs.
• Coach teams and support onboarding, refresher training and new-outlet launches.
• Prepare weekly dashboards and monthly reports on ratings, complaints and audit results.
• Work with Operations, Marketing, Culinary, IT and delivery platforms to resolve issues.
• Respond to bulk and corporate enquiries within 2 working hours; prepare quotes and coordinate orders and deliveries.
• Support guest surveys, loyalty enquiries, tasting panels and service recognition.
Requirements:
• 1–2 years’ experience in customer service, customer experience or F&B operations; multi-outlet experience preferred.
• Excellent written and spoken English.
• Strong complaint-handling, organisational and follow-up skills.
• Proficient in Excel or Google Sheets, including filters, pivot tables and basic charts.
• Confident coaching outlet teams.
• Willing to travel island-wide most days and work some evenings, weekends and public holidays.
About the Employer
BRN/UEN: 202313262N
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