Latest Jobs at Excel and Grace Consulting

Job Description

• Provide guidance and support to the customer service team, in order to foster a positive environment.
• Handle complaints with professionalism to achieve satisfactory resolutions by ensuring all customer feedback are properly documented and communicated to the team so that adjustments can be made where necessary; send all negative feedbacks to
• Operations manager with the ED and MD in copy immediately it is received.
• Train CSR team members on product knowledge, communication skills and conflict resolution techniques.
• Set clear performance goals for the team, regularly monitor performance against targets, and provide feedbacks and support to ensure continuous improvement
• Ensure adherence to company policies and procedures, maintaining high standards of service, quality and compliance.
• Analyze customer feedback to identify areas for improvement and implement strategies to enhance the overall customer experience.
• Ensure that saved/quick replies are updated always by editing the prices when there has been a price change for Instagram, Whatsapp and any other channel.
• Collaborate with the digital marketer to send email campaigns and bulk sms when required
• Prepare and send invoice/estimates to customers when required
• Supervise the Customer Service reps to ensure they are doing their duties duly, by checking customer correspondences on the whatsapp chat and Instagram DM regularly, also checking to see they upload menu, recent pictures and videos on whatsapp status when due
• Ensure future order sheets, new customers sheet, customer data-base, enquiries sheet etc are updated duly.
• Build positive working relationships with existing corporate customers on behalf of the organization for repeat businesses by managing their requests, needs, and accommodating any last -minute changes as the Liaison Officer of the organization
• Manage CSR unit work schedule
• Generate and present findings to the management on customer needs, interests, competitive activities, and potential for new products and services.
• Create detailed daily reports, weekly reports, and monthly performance reports and submit at when due.

Qualifications

• Minimum of 2-3 years of experience in a customer service leadership role.
• Proven track record of exceeding customer service goals.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to prioritize tasks, manage time effectively, and work independently.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of food production processes and terminology (a plus).
• Experience with food safety regulations (a plus).

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Job Description

• Raise BOM of meals for the day and work directly with the store keepers for quick disbursement on time for processing.
• Receive production task daily from the manager to understand deliverables for the day and what must be achieved before close of business.
• Supervise the cooking process; ensure stated time is strictly adhered to.
• Ensure proper handling of all food items and safety protocols on the production floor.
• Ensure that all time bound orders are prioritized during production.
• Perform verification of production outputs according to company standards.
• Ensure strict adherence to all approved cooking processes and SOPs.
• Weigh/count all prepared meals/proteins on the production floor with the cook and packaging supervisor present, record and send it via WhatsApp
• Ensure there is marinated chicken/turkey at all times.
• Confirm quality of food items received from storekeepers before it is processed.
• Pots, bowls, turning spoons, cooking spoons etc, must be washed and properly stored after every production.
• Proper cleaning and sanitation of the kitchen and production floor at all times.
• All production staff must be fully kitted and organized at all times.
• Be in charge of all happenings on the production floor and delegation of tasks.
• Release an accurate number of protein and meals for the CSR to debit when due.
• Handle stock transfer on the software and balance all transactions by COB for the day.
• Work closely with the Inventory team to ensure all food items are readily available for production
• Report of meal preparation time, the cook assigned to it, and yield.
• Ensure that all safety protocols are adhered to on the production floor.
• Create detailed daily/weekly and monthly performance reports and submit as when due.

Qualifications

• B.Sc / HND in Food Science and Technology or its equivalent from a reputable institution.
• Minimum 2 years of experience in a similar food production supervisory role.
• Strong understanding of food safety and sanitation principles.
• Experience with production planning and inventory management using Bill of Materials (BOM).
• Excellent communication, interpersonal, and leadership skills.
• Ability to prioritize tasks, manage time effectively, and meet deadlines.
• Proficiency in using inventory management software (a plus).
• Basic knowledge of food preparation techniques (desirable).