Job Description

Job Purpose:

To ensure an outstanding customer experience across all touchpoints--storefront, Google Review, and delivery platforms--by handling in-store complaints, managing Google Review responses, and driving a customer-first culture across multiple QSR outlets in the UAE.

Key Responsibilities:

Customer Relations & In-Store Support:

Visit branches regularly to monitor service quality, customer engagement, and cleanliness. Handle customer complaints on-site in a professional and timely manner. Resolve issues and follow up to ensure customer satisfaction is achieved. Conduct staff coaching when recurring service issues are observed. Support branch teams in implementing customer service standards.

Google Review Reputation:

Track online reviews (Google, Talabat, Noon, Deliveroo, Careem etc.) and respond professionally and promptly. Escalate serious or sensitive issues to relevant departments (Operations, HR, etc.).

Customer Feedback & Reporting:

Implement and manage customer feedback tools. Analyze trends from customer feedback and complaints to recommend improvements. Prepare weekly/monthly reports on customer sentiment, complaints, and action plans to submit to CPG Management.

Training & Development:

Conduct brief refresher training for store staff on handling complaints and delivering positive customer experiences. Promote a customer-centric culture among frontline teams.

Qualifications & Experience:

Bachelor's degree in Hospitality, Business Administration, Communications, or related field preferred. Minimum 2-3 years of experience in customer service or guest relations, preferably in QSR, F&B, or retail. Experience handling corporate Google Review accounts & Delivery Platform is a must. Familiarity with UAE's F&B landscape and customer preferences is a plus.

Key Competencies:

Excellent verbal and written communication skills in English; Arabic or other regional languages are an advantage. Strong conflict resolution and emotional intelligence. Social media savvy with the ability to craft professional and engaging responses. Proactive, confident, and highly customer-focused. Willingness to work for late hours, weekends, and Holidays.
Job Type: Full-time

Experience:

* Food & Beverage : 1 year (Required)