Customer Support Representative Job at Chowdeck

Chowdeck is an on-demand delivery service for Africa. We help vendors deliver food, medicine, groceries and packages seamlessly while also providing customers with a platform to order from their favourite vendors. At Chowdeck, we deeply value growth, excellence, speed, and empathy. Our team is a tight-knit team of creative problem solvers who are smart, kind and committed to helping each other grow.

We are recruiting to fill the position below:

Job Position: Customer Support Representative

Job Location: Ikeja, Lagos
Employment Type: Full-time
Department: Customer Support

About the Role

• As a Customer Support Representative, you will be part of a team that helps resolve customer, rider, and vendor 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 hours outside the normal work hours including evenings, weekends, and holidays to cover varying shifts and/or changing schedules.

Responsibilities
We'll trust you to:

• 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 Chowdeck’s overall services
• Escalate order issues and liaise with payment processing partners, restaurants, and/or riders to resolve issues.
• Support the Operations team to meet the needs of our rider and restaurant partners.

Requirements
Qualification:

• Interested candidates should possess a Bachelor's Degree.

You'll thrive in this role if you:

• Are honest.
• Are a very fast learner.
• Are an excellent writer and fluent in English, able to break down complex ideas into comprehensible bits.
• Are very intuitive and willing to gain knowledge from new experiences.
• Love to solve complex issues when the answers are not readily available.
• Are motivated by the opportunity to improve the lives of our customers and provide a seamless food delivery experience
• Are extremely patient and calm under pressure
• Can communicate clearly and empathetically both written and verbally
• Have a deep and unrelenting focus on customer satisfaction and experience
• Are flexible to work in shifts, including evenings, weekends, and holidays.

Benefits
In addition to your monthly salary, this role offers:

• A lunch allowance to support your daily needs.
• A laptop to facilitate your work tasks
• Medical coverage, ensuring your well-being.
• Smart and kind colleagues genuinely invested in your growth