Customer Success Representative – FoodHub

Job Description

Title: Customer Success Representative
Reports To: Team Lead/ Team Manager
Days: Fulltime & Part Time Available
Salary/Wage: Competitive

About Food Hub
FoodHub is a software company that helps restaurants and takeaways manage online orders easily through apps (iOS/Android), websites, and in-person with PDQ card machines and EPOS devices. Along with software, we offer hardware solutions like kitchen printers and Chef Screens, which send orders directly to the kitchen for faster preparation. We serve over 35,000 clients across the UK, Ireland, Australia, New Zealand, and have recently expanded into the USA and Canada. Our global team includes 1,500 employees, with major offices in Chennai, India, and our headquarters in Stoke-on-Trent, UK. In Grenada, we operate a one of our customer success offices where we work closely with customers and clients to provide hands-on support and ensure they succeed with Food Hub. It is important for us to emphasize that this is not a call centre- our focus is on building strong, lasting relationships with our clients and helping them get the most from our products.

Key Job Responsibilities

1. Customer Support Excellence: Provide exceptional support by engaging directly and honestly with clients, developing a deep understanding of their needs and expectations from Food hub.
2. Issue Escalation: Identify and escalate priority issues on behalf of customers and clients as needed.
3. Accurate Documentation: Record all call information in line with standard operating procedures
4. Efficient Call Handling: Aim for “one-call resolutions” to minimize the need for escalations by handling client inquiries promptly and appropriately.
5. First Point of Contact: Serve as the first contact for users with questions or requests for menu changes.
6. Multichannel Communication: Communicate with clients primarily by phone, but also via email, live chat, or other mediums as required.
7. Process Improvement: Identify patterns in client frustrations or feedback to suggest improvements in processes, tools, or products that enhance client satisfaction.
8. Product and Service Information: Provide accurate information on products and services to customers.
9. Support for Vulnerable Customers: Identify and assist customers in vulnerable situations, determining steps to support them effectively.
10. Order Processing: Process orders for new hardware as needed.
11. Trend Identification: Collaborate with internal teams to spot trends and make decisions on resolving client queries efficiently.
12. Technical Support and Education: Handle technical queries and educate clients on using products to enable self-service.
13. Feedback Escalation: Gather and prioritize client feedback and feature requests for the product team, addressing complaints fairly and empathetically.
14. Client Onboarding: Onboard new clients, ensuring compliance with all information and documentation requirements.
15. Invoice Management: Process and follow up on invoice payments with clients.
16. Team Mentorship: Mentor new team members, fostering a customer-focused environment and supporting the development of the Foodhub platform for takeaway and restaurant clients worldwide.

Qualifications:
• Education: A minimum of 5 CXC subjects, including Mathematics or English. A college degree is an added advantage.

Skills:
• Strong computer literacy and foundational technical knowledge, particularly with hardware and software.
• Excellent verbal and written communication skills to handle diverse client interactions professionally across phone, email, and chat.
• Strong problem-solving abilities, with a keen attention to detail to ensure accurate documentation and order processing.

Attributes:
• Dependable, focused, and adaptable to changing needs and client demands.
• Able to work collaboratively within a team and demonstrate empathy and patience, especially when assisting clients in challenging or vulnerable situations.
• Highly professional in all tasks, ensuring a positive and customer-centered approach.
• Experience: Some experience in customer service is preferred, though specific experience in a call center environment is not required.

Benefits
• Monthly Performance-Based Bonus: Bonuses awarded monthly based on individual performance.
• Quarterly Performance Benefits: Special benefits distributed quarterly, based on performance metrics.
• Health Insurance Coverage: Comprehensive health insurance benefits.
• Gym Membership Contribution: A percentage of gym membership fees covered to promote wellness.

Send applications via email to grenada@foodhub.com