Customer Service Specialist
- London, UK
- Department: Operations
Founded at the end of 2012 in Berlin, we have developed into the fastest-growing restaurant reservation platform globally. With more than 250 million seated diners in over 14,500 restaurants across 11 countries, Quandoo offers diners an unmatched choice of dining experiences from Michelin-starred restaurants to local favourites.
Our global mission is to connect guests and restaurateurs while creating an international workplace allowing our employees to progress and grow in their personal careers. A multitude of different nationalities and cultures enable an inspiring and creative working atmosphere.
We empower our employees to take on responsibilities and develop their skills while working together on building revolutionary products.
Reporting into the Operations Team Leader, we are looking for a service-centric Operations Specialist to liaise with internal and external stakeholders on a daily basis and provide high level customer service via email, intercom, and over the phone. As Operation Specialist you will act as frontline support for our ever-growing partner base across Western Europe.
The position is an office based role with our London office being the typical place of work. Working from home is possible if the business demands. You will also work directly with the wider UK team to drive the right behaviours through strong communication skills and becoming a brand ambassador of the Quandoo Core Values.
We are looking for a person who has strong customer focus. A background/understanding in digital marketing is essential as we grow our business.
Manage the earliest aspect of the onboarding of new merchants in line with the Quandoo UK’s SLA from initial call, to Q-school handover
Delivering a best-in-class service by responding to, and resolving customer issues from both inbound and outbound mediums
Manage and deliver on your monthly targets by closing open cases and completing intercom tasks
To be confident in your ability to converse with potential partner restaurants, chains and hotels
Achieve a minimum level of calls/widget calls per week as set out by your Line Manager
Prioritise and process partner requests submitted by telephone, email, or live chat
Investigate and resolve customer complaints quickly and patiently, while maintaining professionalism
To train new partners effectively while building rapport with them
Build and maintain strong, long-lasting stakeholder relationships with our merchant base
Effectively communicate Quandoo’s value proposition through proposals and presentations to stakeholders
Periodic reporting on your cases to your Line Manager
Manage individual websites from creation to upload functions with support from the wider team and 3rd parties
Proven customer service and/or retail experience
An interest in digital platforms and/or technology
Strong organisational skills and the ability to multi-task successfully
Proven ability to articulate the distinct aspects of products and services
Have exceptional listening skills and be a team player