Customer Support Representative

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 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 Restaurant Operations team to meet the needs of our restaurant partners.

Requirements:

• Are you honest?
• Are you a very fast learner?
• Are you an excellent writer and fluent in English, able to break down complex ideas into comprehensible bits?
• Are you very intuitive and willing to gain knowledge from new experiences?
• Love to solve complex issues when the answers are not readily available.
• Are you motivated by the opportunity to improve the lives of our customers and provide a seamless food delivery experience
• Are you 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:

• 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

Location: Ikeja, Lagos (Hybrid)