[ref. b4763821] Customer Service Representative - Quezon City

Nan Tian (NT) Group, Ltd. Inc., the mother company of several multinational brands -- Tarsier Fried Food (TFF), Lan Hot Pot, Namsan Korean Barbeque, Golden Noodle House, Xiaolongkan Hot Pot, and other Asian food and beverage concepts.

 I.  Position Summary:

The Customer Service Representative (CSR) is responsible for delivering exceptional support to customers across all NT brands. This includes handling inquiries, resolving issues, managing reservations, and assisting with influencer coordination and marketing efforts.

II. Key Responsibilities:

• Respond promptly and accurately to customer inquiries regarding menu items, orders, reservations, and pricing.
• Resolve service concerns (e.g., delayed delivery, incorrect orders) professionally and efficiently.
• Process online orders, reservations, and special requests with accuracy.
• Maintain consolidated reservation records across brands and submit monthly reports to the Brand Manager.
• Escalate complex issues to the appropriate department or manager.
• Track customer preferences and feedback to support service enhancements.
• Communicate current promotions, deals, and offerings across brands.
• Foster a positive customer experience by addressing concerns with empathy and urgency.
• Share customer insights with the front-of-house and operations team for continuous improvement.
• Assist in influencer sourcing, rate negotiation, and deliverables coordination within budget.
• Monitor influencer posts and ensure timely, accurate content publication.
• Coordinate influencer/store visits with operations and marketing teams.
• Process influencer payments in a timely and accurate manner.

III. Qualifications:

• Bachelor’s degree in Communications, Hospitality, Marketing, or any related field.
• At least 1 – 2 years of experience in customer service, preferably in food & beverage, hospitality, or e-commerce.
• Proficient in using online ordering platforms and social media tools.
• Experience coordinating with influencers or handling social media accounts is an advantage.
• Ability to remain calm and professional under pressure.
• Fluent in English and Filipino (both written and verbal) required.
• Advanced proficiency in Microsoft Office Suite and working knowledge of franchise management software.
• Excellent negotiation and communication skills, with the ability to build and maintain strong relationships with franchise partners and internal stakeholders.
• Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights to drive business growth.
• Results-oriented mindset with a focus on delivering high-quality service and achieving measurable outcomes.
• Ability to work independently with minimal supervision, while also thriving in a collaborative team environment.