Customer Service Support - Restaurant Reservations (6-Month Project-Based)

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The client opened in 1999 as a cozy cafe hidden within the project shop clothing store. This charming and understated spot quickly gained a following for its hearty takes on the savory cafe classics, famous truffle shoestring fries and indulgent cakes, puddings and tarts. thoughtfully detailed interiors, lush surroundings, friendly and relaxed service and generous portions have made this homegrown Singapore brand an internationally recognized local favorite.  They are the place for legendary brunches and lazy afternoon teas, romantic dates and friendly celebrations in beautiful surroundings.

About the Role

The Customer Concierge Agent handles and processes all reservations from guests. Handles all reservations in a friendly and efficient manner, helping guests with enquiries and requests. 

Maximize restaurant seating capacity and work to increase the average spend through upselling. Have a good understanding of the menu and provide recommendations where needed. Creates and maintains reservation records in an organized manner.

Work Schedule: Shifting schedule within operating hours of 10:00 AM–10:00 PM SG time, Monday to Sunday, including holidays. Employees are entitled to two (2) non-consecutive rest days per week, based on the assigned schedule. 

What you’ll do

• Answer, screen and direct/transfer all incoming calls to the relevant/appropriate personnel or department

• Liaise closely with all HQ departments and restaurants in a professional, courteous, and timely manner

• Have a complete understanding of reservation and operational processes, procedures and policies

• Records/key in all reservations and messages accurately 

• To update immediately and accurately if there are any changes to reservations

• To handle any queries and/or requests from guests promptly and accurately

• To resolve complaints generated from dissatisfied guests through direct interaction with Café Managers 

• Receive, record, organize and file correspondences, faxes, emails and administrative messages concerning difficulties encountered with a reservation with any restaurants

• Greet & assist internal and external guests to ensure a high level of service experience 

• Maintain a good work relationship with colleagues from all departments

• Perform other ad-hoc duties/projects assigned by supervisor  

What You Bring

• Preferably a College Graduate but also okay with College Undergraduate so long as the candidate has a strong experience/background and in-depth knowledge and understanding of the Food and Beverage industry

• At least 1 year of relevant work experience in the service industry

• Excellent telephone and communication skills

• Good problem solving, planning and organizing skills 

• Good team player, energetic and proactive

• Self-driven with an eye for details  

• Must be able to work shifts/weekends/public holidays 

 Nice to Have

• Exposure to BPO and reservation industry is a plus 

 Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.