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Audit
Brand Level (all brands)
Reviews management (all online platforms & social media)
- Monitor the reviews
- Reply to all reviews (positive & negative)
Complains management (all online platforms & social media)
- Call all customers and investigate in their case internally with operations, call center and restaurant managers.
- Compensate customers and close all negative cases on the phone
- Email customers with the digital vouchers to document the compensation
- Report & document all the closed cases
Reporting
- Share the daily reviews by brand by market
- Share the weekly ratings update along with the weekly report
- Create a monthly report with KPI’s highlighting the performance and improvements by brand by brand by market
Audit
- Weekly audit on all platforms (Delivery platforms such as Zomato, Deliveroo etc.)
- Ongoing investigation & auditing for the customers profiles
Communications:
- Point of contact with the delivery platforms for brand updates such as menu, prices, images Etc.
- Point of contact with google for google listings, claiming pages, updating brand info Etc.
Live chat support for the APP/Website (TBC)
