Ireland - Dublin Hub (Hybrid)
We are transforming the way independent restaurant and takeaway owners operate by providing them with innovative tools to simplify their lives. Our suite of technology and dedicated support empower customers to thrive on their own terms.
Our goal is to make running a restaurant straightforward, even in today's complex world.
About this role…
We are expanding our Customer Support team, focusing on delivering exceptional customer experiences for our Mandarin-speaking customers from our Dublin office.
Main Responsibilities:
* Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive resolution.
* Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills.
* Communicate effectively: Clearly communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting to suit the customer's needs.
* Maintain accurate records: Document customer interactions, issues, and resolutions accurately in our Salesforce, ensuring proper tracking and follow-up.
* Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement.
* Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying current with new features, updates, and industry trends to provide accurate information to customers.
* Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
Key Requirements:
* Relevant experience in Mandarin/Chinese speaking roles.
* A focus on delivering great customer experiences.
* Strong organisational and problem-solving skills.
* Technical troubleshooting proficiency.
* Fluency in Mandarin.
We're an Irish unicorn, serving independent restaurants in a tech-driven world. We prioritize understanding our customers' needs and have evolved around their requirements. As a team committed to supporting people in the food industry, we go beyond being a technology provider.
We take the time to understand our customers' challenges and offer solutions that help them compete with larger chains, grow on their own terms, and rediscover their passion for what they do.
Apply Now
We welcome applicants from diverse backgrounds and encourage enthusiastic individuals to apply. If you feel like you'd be a good fit, please get in touch.