Food Delivery Service Account - Customer Service Representative

We are seeking a dedicated and customer-focused Customer Service Representative to join our team at Talent Outsourcing Channel Solutions. In this full-time role, you will be the voice of our food delivery service account, providing exceptional support to our customers across all channels. Based in Cagayan de Oro, Misamis Oriental, you will play a vital part in ensuring customer satisfaction, resolving issues efficiently, and maintaining the reputation of our food delivery service partners. This position is essential to our operations, as you will be the direct point of contact for customers seeking assistance with orders, deliveries, billing enquiries, and general service support. Key responsibilities: Answer incoming customer calls and enquiries promptly and professionally, providing accurate information about food delivery services, menu options, order status and delivery timeframes Process and manage customer orders, taking detailed information and ensuring accuracy before confirmation Investigate and resolve customer complaints and issues related to late deliveries, order errors, quality concerns and billing discrepancies Maintain detailed records of customer interactions, transactions and resolutions using company systems and databases Provide customers with proactive updates on their order status and delivery information Handle refunds, credits and compensation requests in accordance with company policies and procedures Escalate complex or unresolved issues to management or relevant departments when necessary Adhere to quality assurance standards and maintain call time targets whilst ensuring customer satisfaction Collaborate with delivery teams and restaurant partners to coordinate solutions for customer issues Follow all company policies, procedures and compliance requirements in all customer interactions What we're looking for: Proven customer service experience, preferably in a call centre, food delivery, hospitality or retail environment; Atleast SHS Grad + 6 Months customer service Excellent verbal and written communication skills in English with clear pronunciation and professional demeanour Strong problem-solving abilities and the capacity to think critically under pressure Patience, empathy and a genuine desire to help customers resolve their concerns Proficiency with computer systems, call centre software and customer management platforms Ability to multitask and manage multiple customer interactions simultaneously whilst maintaining quality Organisational skills with attention to detail and accuracy in documentation Flexibility to work scheduled shifts, including potential evenings and weekends A positive attitude, reliability and strong work ethic Knowledge of the food delivery industry or restaurant operations is advantageous What we offer: Competitive remuneration package with potential for performance bonuses and incentives Comprehensive health and wellness benefits to support your wellbeing Career development and training opportunities to enhance your skills and advance within the organisation A supportive and collaborative team environment with experienced mentors and supervisors Flexible scheduling options where possible to support work-life balance Employee assistance programmes and wellness initiatives Opportunities for internal promotion and role progression within the call centre and customer service divisions