The Customer Support Agent in Delivery, Cloud Kitchen & Takeaway is the frontline contact for guests placing, tracking, or resolving orders outside the dine-in experience. This role protects the brand promise by ensuring every delivery and takeaway interaction is accurate, timely, courteous, and solution-focused, even when the guest never enters the venue.
- Purpose of the role
- Provide fast, professional support to guests across phone, messaging, delivery platforms, and direct order channels.
- Resolve order issues efficiently, including delays, missing items, incorrect orders, refunds, and complaints.
- Act as the communication bridge between guests, dispatch riders, kitchen teams, and front-of-house operations to keep orders moving smoothly.
- Where the role sits and reporting line
- This is a guest-facing operational support role within the Delivery, Cloud Kitchen & Takeaway function.
- The Customer Support Agent typically reports to the Delivery Operations Supervisor, Cloud Kitchen Manager, or Guest Experience/Operations Manager, depending on the structure of the venue.
- The role works closely with the kitchen team, packers, dispatch staff, delivery partners, and finance/cash handling colleagues where applicable.
- Key areas of responsibility
- Answer calls, chats, and app-based enquiries promptly and professionally.
- Confirm order details, delivery addresses, special instructions, and estimated delivery times.
- Track orders in real time and proactively update guests on delays or changes.
- Log complaints and service incidents accurately, escalate urgent issues, and follow up until resolution.
- Process cancellations, amendments, refunds, and compensation requests according to policy.
- Maintain clear records of guest interactions, order status, and recurring service issues.
- Support service recovery by turning problems into positive guest experiences.
- What success looks like
- Calm, organised, empathetic, and able to handle pressure during peak order periods.
- Strong communication skills, attention to detail, and confidence using POS, ordering, and messaging systems.
- A problem-solver who stays professional, protects guest satisfaction, and works well with multiple teams.
- Someone who is responsive, accurate, and committed to delivering consistent service excellence behind the scenes.