Job Title: Junior Customer Support Representative
Location: Lagos, Nigeria
Company: Chowdeck
Apply here: https://forms.gle/A9QSws61hkmuMiXy6
About Chowdeck
Chowdeck is an on-demand delivery service for Africa. We help vendors deliver food, medicine and groceries seamlessly while also providing customers with a platform to order from their favourite vendors.
Job Summary
As a Customer Support Representative, you will be part of a full-time team that helps resolve customer and rider issues over multiple channels. You will be responsible for providing exceptional customer service and resolving inquiries and issues related to Chowdeck deliveries.
You will act as the main point of contact for our customers, ensuring their experience with our app is positive and seamless.
This position will require the successful candidate to work extra hours including evenings, weekends, and holidays to ensure the completion of critical company goals. The ability to adapt to changing schedules and work under tight deadlines is essential.
Key Responsibilities:
- Help Chowdeck customers and riders resolve issues via chat, mobile calls, email, and social media, providing accurate information and appropriate solutions while maintaining a friendly and helpful demeanor.
- Manage customer orders, including order modifications, cancellations, and refunds. Coordinate with relevant teams to ensure timely and accurate resolution of customer requests and ensure adherence to company policies and procedures.
- Stay up to date with the app's features, policies, and processes to provide accurate information to customers.
- Contribute to the creation and maintenance of a comprehensive knowledge base and support documentation.
- Maintain high-quality standards in customer interactions, ensuring accurate and thorough communication. Follow established guidelines and protocols to deliver consistent and exceptional customer service.
- Provide internal updates on insights from engagements with customers and merchants on improving Chowdeckâs overall services
- Escalate order issues and liaise with payment processing partners, restaurants, and/or riders to resolve issues.
- Support the Restaurant Operations team to meet the needs of our restaurant partners.