CUSTOMER SERVICE AGENT AT GENESIS GROUP NIGERIA

About Company:

Genesis is a wholly Nigerian owned group with business interests in hotels, restaurants, cinemas, shopping malls, real estate development, catering and snack foods. Genesis has its corporate head office in Port Harcourt, Rivers State. For twenty five years, we have provided 'exceptional products and services' to multinationals, local corporations and the Nigerian public.

We are recruiting to fill the position below:

Job Description:

• The Customer Service Agent is the frontline ambassador of the restaurant, responsible for delivering fast, friendly, and accurate service during high-volume periods.
• This role goes beyond taking orders it requires anticipating guest needs, maintaining speed-of-service targets, resolving issues on the spot, and ensuring that every interaction reflects the brand’s hospitality standards.

Key Responsibilities
Guest Interaction & Order Accuracy:

• Greet guests promptly and warmly, even during peak rush periods.
• Take orders with precision, ensuring modifications, add-ons, and allergies are communicated correctly to kitchen staff.
• Confirm order details and upsell relevant items based on current promotions or guest preferences.

Speed of Service:

• Maintain queue flow by managing orders efficiently at POS, drive-thru windows, or self-service kiosks.
• Monitor order prep times and notify the kitchen of delays or backlog risks.
• Coordinate with counter/runner staff to ensure orders are delivered quickly and correctly.

Issue Resolution & Guest Recovery:

• Handle customer complaints calmly and professionally, solving issues on the spot whenever possible.
• Communicate product shortages, wait times, or delays upfront to manage expectations.
• Escalate serious concerns to the on-duty manager while keeping the guest informed.

Restaurant Environment & Cleanliness:

• Keep the counter, dining area, and beverage/condiment stations clean and stocked throughout the shift.
• Assist with tray clearing, table wiping, and lobby upkeep during downtime or peak demand.
• Follow hygiene protocols and ensure all customer-facing areas reflect brand standards.

Product Knowledge:

• Have thorough knowledge of the menu, ongoing promotions, portion sizes, allergens, and food preparation basics.
• Provide guests with recommendations and clarify menu items confidently.
• Support new launches by understanding product ingredients and upsell positioning.

Operational Collaboration:

• Coordinate with kitchen staff to confirm special orders, large orders, or complex requests.
• Communicate feedback from guests regarding food quality, wait times, or service issues.
• Assist with packaging orders for delivery partners (Glovo, Uber Eats, etc.) and ensure accuracy before dispatch
• High customer satisfaction scores and positive guest feedback.
• Consistently meeting speed-of-service benchmarks (dine-in, takeout, and drive-thru).
• Reduced number of order errors or complaints.
• Professional handling of guest issues with quick recovery.
• Clean, organized, and welcoming guest-facing areas at all times.

Requirements:

• Previous customer service experience preferred, ideally in QSR, retail, hospitality, or high-volume environments.
• Strong communication skills and comfort working with diverse customers.
• Ability to handle cash, operate POS systems, and multitask during busy periods.
• Physically able to stand for long hours and perform fast-paced tasks.

Key Competencies:

• Warm, approachable, and service-focused attitude.
• Ability to stay calm under pressure and handle high traffic.
• Attention to detail especially in order-taking and packaging.
• Team-oriented mindset with willingness to assist beyond assigned duties.
• Problem-solving ability and professional conflict resolution skills.

Salary

Application Closing Date: 28th November, 2025

Application Instructions:

Qualified candidates should send their Applications to: vacancies@genesisgroupng.com using the Job Title as the subject of the email.