Customer Care Specialist
JOB DESCRIPTION:
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Bready* to make a change?
As a Customer Care Specialist, you will provide a world-class experience to our Toast Customers through answering incoming customer questions from multiple channels including phone, chat, and email. You are driven with purpose to resolve solutions and act as a Toast expert to help Toast’s customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Customer Care Specialist at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.
xtraCHEF by Toast is an industry-leading accounts-payable automation integration with the Toast platform to fuel productivity and make more informed purchasing decisions. With xtraCHEF Pro,Food cost management reporting and analytics make it easy for operators to make sense of their books and shave percentage points off their prime costs.
About this roll*
Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Customers
Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers
Follow Toast procedures to escalate and coordinate the customer response in accordance with Toast values
Expand your knowledge of Toast’s hardware and software weekly through professional development time, trainings, knowledge base articles, and the experience gained from performing the roll
Do you have the right ingredients*?
3.5 to 5 years of experience in a role responsible for customer satisfaction and championing the customer experience as well as answering incoming phone calls and ticketing systems.
Strong communication (written/verbal), organisational, and influencing skills
Success operating independently and navigating competing priorities in a constantly changing environment
Proven track record of success navigating and troubleshooting technical tools, for instance an Apple laptop and Android based software + Toast-native hardware
Strong abilities in teamwork, communication, and collaboration for effective interaction with colleagues and customers
Your shift timings would be 6pm to 3am IST but could be subjected to change depending on the business needs
Special Sauce* (Non-essential Skills/Nice to Haves)
Experience working in the tech industry or for a SaaS company
Open to schedules that may include weekends, holidays and nights
