Customer Service Support Specialist

At Karahi Point, we build careers around great food! Our purpose and passion are to create the best place for families to eat and enjoy!

Ready to take your management career up a notch? As a Franchise Operations Support Specialist you’ll oversees franchisee and make sure that “every guest leaves happy in there model too.” It’s a high-energy, high motivation, high reward management opportunity and it’s waiting for you right now.

Job Duties

- Visit multiple restaurant locations to guide and train staff on customer service best practices and guest relations.
- Conduct in-person training sessions on handling customer complaints, providing high-quality service, and maintaining a welcoming atmosphere.
- Coach staff on effectively managing peak hours and high-stress situations while maintaining excellent customer service.
- Evaluate customer service performance at each location, offering tailored recommendations and hands-on coaching to improve service quality.
- Ensure all locations adhere to company policies, food safety regulations, and health standards during customer interactions.
- Monitor the implementation of service protocols across different locations to ensure a consistent guest experience.
- Respond to customer inquiries via phone, email, or in person regarding reservations, menu items, and services.
- Address customer complaints and concerns in a professional, timely manner, ensuring issues are resolved to their satisfaction.
- Handle special requests such as dietary restrictions and seating preferences, providing accurate information about menu options, ingredients, and promotions.
- Follow up with customers after dining experiences to gather feedback and ensure a positive experience.
- Assist customers with making reservations, adjusting bookings, and managing party sizes.
- Process takeout and delivery orders, ensuring accuracy and timely preparation.
- Coordinate with kitchen and front-of-house staff to manage special requests and large party orders.
- Log customer interactions, complaints, and resolutions in the restaurant’s customer service system.
- Generate reports on customer feedback, common issues, and satisfaction metrics.
- Track and document trends related to peak hours, common complaints, and customer preferences to assist in optimizing service.
- Stay up-to-date on the restaurant's menu, seasonal specials, and promotions.
- Provide recommendations on menu items based on customer preferences, dietary needs, and trends.
- Educate staff on menu changes, ingredients, and cooking techniques to ensure they can provide accurate information to guests.
- Food tasting is required of all meats (beef, chicken, lamb, goat).
Other duties as assigned by the manager

Requirements:

- Experience in Customer Service: Proven experience in customer service, preferably in a restaurant or hospitality environment.

- Strong Communication Skills: Excellent verbal and written communication skills, able to interact with customers and staff professionally.

- Problem-Solving Ability: Strong troubleshooting skills to handle customer complaints and resolve issues on the spot.

- Organizational Skills: Ability to manage multiple tasks simultaneously, such as reservations, order processing, and complaint resolution.

- Knowledge of Restaurant Operations: Familiarity with restaurant management systems, menu items, and front-of-house operations.

- Flexibility and Adaptability: Willingness to work in a fast-paced environment with changing priorities, including the ability to travel to different locations.

- Training Experience: Experience in training and guiding staff, with the ability to communicate service standards effectively.

- Attention to Detail: Ensuring accuracy in order processing, reservation management, and customer interactions.

- Tech-Savvy: Proficiency in using customer service software, reservation systems, and other digital tools.

- Teamwork and Collaboration: Ability to work closely with kitchen and front-of-house teams, ensuring smooth operations.

- Professionalism: A positive attitude and the ability to remain calm under pressure.

- Availability: Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.

-Flexibility to travel between store locations within the assigned district, as required, sometimes overnight, sometimes for longer periods as the business and geographical needs dictate.

-Candidate must be able to eat meat and beef at the time of food tasting.

Why Karahi Point?

Integrity

We act with honesty and integrity
We never compromise or bend the truth
We accept responsibility for our actions
We learn from our mistakes

Alignment and accountability

We honor commitments that we have made to each other and to our guests.
We check and double check to make sure that we are prepared to deliver what we have promised
We make and support business decisions through experience and good judgment
When in doubt, we always ask, “What would I do if it were my company/money.”

We Go Above and Beyond

We strive to exceed the expectations of the people we work with and the guests we serve.
From taking ownership of responsibilities, to remaining committed to a project from start to finish, we go above and beyond to make a positive impact on everything we do.
If we see something that needs doing, we do it whether or not it’s “our job.”

Teamwork

Our KP’s family is supportive of each other’s efforts, loyal to one another, and care for each other both personally and professionally.
If we have questions, we ask them.
We do not make assumptions.
We do not engage in gossip and negativity.

Passion

We show pride, enthusiasm and dedication in everything that we do.
We are committed to providing the best possible experience to our guests—including the food we serve, service we provide and environment we create.

Job Type: Full-time

Pay: $18.00-$22.00 per hour

Schedule:

8 hour shift

Work Location: In person

Karahi Point

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Customer Service Support Specialist