Guest Service Associate (Inbound calls)

THE SITUATION

With over 36 full-service dining establishments across Vietnam, Cambodia, India, and Japan, Indonesia, Pizza 4Ps is a innovative pizza brand originating from Vietnam, known for its commitment to quality ingredients, unique flavors, and a socially responsible approach. 4P‘s has crafted our company and brand identity around the fundamental value of Omotenashi, among others, embracing the ethos of wholehearted hospitality.

As we expand our presence globally, we are excited to announce the opening of our stores in India in 2025.

WHAT WILL YOU DO?

• GSA as a central point of contact for guest inquiries and requests.
• Providing Information and Support:

- Taking Orders & Reservations: GS agents can handle phone orders for takeout or delivery, as well as reservations for dine-in experiences.

- Answering Questions: They answer guest queries about menus, pricing, ingredients, operating hours, and promotional offers.

- Providing Guidance: They can guide guests through the online ordering process or help them troubleshoot any issues they encounter.

• Enhancing Guest Experience:

- Resolving Complaints: GS agents address guest complaints regarding service, food quality, or order accuracy. They work towards solutions with the operation team that leave the guest feeling satisfied.

- Feedback Collection: They can gather valuable guest feedback through calls, which helps Operation businesses improve their services and offerings.

- Building Rapport: Through friendly and professional communication, GS agents can build positive relationships with guests, fostering loyalty and repeat business.

Responsibilities:

• Responsible for all Guest communication via web, email, and phone
• Communication with other departments to ensure positive Guest experience
• Complete the best working processes with the system, exploiting information specific to guest needs.
• Ensure information transmission is sufficient, accurate, and exceeds guest expectations
• One Touch Guest communication in resolving issues
• Ensure the transmission of 4P’s core values to guests through operation information: COMPASSION – AUTHENTICITY – KAIZEN - OMOTENASHI

WHO ARE YOU?

• Communication in English
• Working 6 days/week - rotating shifts 8 hours/day (during call center operation: 9AM - 10PM) and according to Manager‘s arrangement; not OFF on Friday, Saturday, Sunday, and holidays
• Endure the high pressure, information & job skills will be trained
• Working in a team/Problem solving
• Empathy/Organization & Flexibility/Patience
• Listening capacity/Adaptable to work with new systems
• Basic computer knowledge

WHAT IS YOUR BENEFITS?

- Competetive salary + KPI Bonus

- Discount policy of 40-50% on 4P‘s products and services for internal employees.

- Support staff meals in during working shift

- Insurance as regulations

- Working environment with many advancement opportunities

- Annual leave, Sick leave, Casual leave