Restaurant Support Assistant
Capetown, South Africa
3d ago

Restaurant Support Assistant - Mrd Food, a leading South African online retailer, is looking for a highly talented Restaurant Support Assistant to join our MR D Food team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, young, creative, hard working people to join us. We offer market related benefits, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

This position reports to the Restaurant Support Team Leader

Your responsibilities will include :

  • Providing first level support to Mr D Food restaurant partners.
  • Assisting restaurants with :
  • Any Mr D Food restaurant device problems
  • Menu update requests,
  • Individual order related queries raised by customers or restaurants
  • Restaurant operations issues.
  • Logging of Zendesk tickets and assigning them to the relevant departments for second level suport. This includes Finance, Operations, Device Support and Product.
  • Responding back to restaurants with the resolution once ticket resolved.

  • Monitoring the restaurant acceptance of food orders and contacing restaurants to ensure a high order acceptance percentage.
  • Monitoring the connectivity performance of restaurant devices, performing basic troubleshooting and / or escalating bigger problems to device management team.
  • Manually hiding and un-hiding menu items that are reported as out of stock.
  • Daily reporting on Restaurant support activities, device performance and restaurant acceptance ratios.
  • Logging of system errors and bugs as they arise.
  • Working closely with Food CSM to provide restaurant information to him for Food CS to resolve customer problems
  • Attributes required :

  • Strong interpersonal skills and the ability to work as an effective team member
  • Able to communicate clearly and voice an opinion.
  • Self-directed.
  • Solutions-oriented, can-do attitude and high energy.
  • Process orientated.
  • Passion for customer service.
  • Passion for working in a start-up environment.
  • Competence in Excel and Word.
  • Comfortable and able to function in an ambiguous, fast paced, high pressure environment, while maintaining high quality outputs.
  • Good analytical and reporting skills.
  • Qualifications and Experience :

  • Successfully completed NQF Level 4 / Matric / Grade 12 (tertiary studies advantageous)
  • Minimum of 6-12 months call center environment or technical help desk
  • Experience in supporting SAAS product beneficial.
  • Flexibility to work shifts - able to work rotational shifts, Public Holidays, weekends and flexible hours as required by the business operation
  • The Environment :

  • com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of being the leading e-commerce company in Africa.
  • We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback / new ideas on where we can improve.
  • We are short on ego and high on output.
  • We are doers and not only thinkers, its all in the execution after all.
  • We love what we do and what we are creating.
  • We seek to Employ an Extra Ordinary Mind who :
  • is forthright but respectful
  • is an expert at doing, who can not only design but also execute
  • is analytical, able to use data to make decisions
  • is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
  • is passionate about the potential of e-commerce and delivering a world-class customer experience
  • is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
  • is able to think about problems from a business perspective using technical and product input
  • is curious and challenge the status quo
  • is innovative and enjoys iteration
  • is collaborative
  • will be at the cutting edge of developing new concepts for
  • thinks like an owner of the business.
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