Customer Support Representative

About us

Maxsoko is transforming communities across Africa by revolutionizing access to essential goods and services. By connecting small merchants to the digital economy, we fix inefficient supply chains and provide services previously unavailable to informal businesses. Maxsoko aims to provide everything a retailer needs, no distributors, or banks necessary.

Thousands of retailers across Egypt, Morocco, Kenya, Tanzania, and Rwanda use Maxsoko's mobile ordering and delivery platform to receive the goods they need as quickly and cheaply as possible while also accessing growth financing for the first time. We’re looking to grow our team with highly talented and motivated employees who are excited to work in a fast-paced and dynamic startup environment
Role: Customer Support Representative

Reporting into: Customer Support Lead

Location: Rwanda

Role:

We are seeking a proactive Customer Support representative to join our call center team.. Reporting to the Customer Support Lead, the ideal  candidate  will be responsible for handling customer enquiries , customer complaints,  resolving issues effectively, and providing excellent service via phone, email and chat.

Key Responsibilities:

•  Keep up with order delivery data. 
• Infer from up to date Customer Service feedback channels for pending   delivery leads.
• Make follow up communication to the Maxoko Customer and relevant Operations team for pending orders.
• Update feedback channels to Logistic teams and relevant order delivery data platforms. 
• Answer incoming calls and respond to customer queries promptly and professionally.
• Make out bound calls for auditing delivery queries and  surveys 
• Resolve customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Shall be be responsible for answering retailer's requests, inquiries & complaints on ALL relevant channels (phone , chat)
• Maintain accurate records of customer interactions and transactions on G sheets and JiraKey 

Qualifications:

• Bachelor's degree in Business Administration, Communication, or a related field.
• 2+ years of experience in customer support,  preferably in e-commerce or logistics.
• Strong understanding of contact center technologies, CRM platforms, processes and workforce management tools.

Preferred Skills:

• Familiarity with logistics or supply chain processes.
• Certification in customer service or contact center management (e.g., COPC, Six Sigma).
• Proficiency with CRM systems such as Freshdesk, Zendesk, JIRA, or HubSpot.
• Experience in integrating safety and preventive maintenance processes into daily operations.