Customer Support Representative

Who we are

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.

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.

You'll be required 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.

You're perfect for the 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.

Beyond the paycheck, Chowdeck employees get:

• 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