Taster create and run virtual kitchen brands. Currently, we operate 6 delivery-only concepts from multiple sites across 4 cities in Europe: Paris, London, Madrid and Brighton.

We’re growing rapidly, and with this comes the need to create a scalable, reliable customer care solution to resolve queries and complaints from customers in a range of languages (French, English, Spanish). Reporting to Taster’s Marketing Manager, the Customer Care Manager’s role is to define and implement a customer care solution for Taster.

Key responsibilities

● Engage with customers via Zendesk to reduce the ticket backlog in the short term and familiarise yourself with the tool and Taster’s customers.
● Share insights on critical and/or frequently occurring issues with Taster’s Ops and wider management team.
● Document a process for customer care agents to follow including:
○ A best practice guide for a range of issues, from minor to critical. This should include how best to respond to customers and how best to follow up internally and/or with platforms (i.e. Deliveroo/Uber Eats/Glovo).
○ Canned responses for frequent issues in French, English and Spanish.
● Establish a process for identifying and relaying relevant customer feedback to the Operations and Kitchen teams.
● Successfully onboard a customer care agency (or equivalent) and resolve any initial obstacles as they embed in our business.
● Work with Taster’s Marketing Manager to establish and document a Tone of Voice for communicating with customers.
● Review where and how Taster provide contact information (e.g. website, kitchen pages on platform, social etc.) and make improvements wherever possible.
● Work with Taster’s PR agency to establish a simple pre-prepared crisis comms strategy.

KPIs

● Query resolution success rate (%)
● Average response time to customer queries (email, phone and any other medium)
● Qualitative: how effectively and how quickly is the customer service solution implemented