CoKitchen is a virtual food court. The FoodCourt app lets you order from a curation of virtual restaurant brands & shops focused on the most popular food & convenience categories wherever you are in Africa. With FoodCourt, you don’t have to decide between Burgers, traditional Nigerian food, Chinese food or even liquor & snacks. You can order across brands & have everything delivered in a single order!
We are recruiting to fill the position below:
Job Title: Customer Support Associate
Location: Lekki, Lagos (Shift based)
Employment Type: Full-time
- As a Customer Support Associate at FoodCourt, you will be responsible for providing exceptional customer support and ensuring customer satisfaction with our food delivery and technology services.
- You will act as a crucial link between our customers and the kitchen, handling inquiries, resolving issues, and ensuring a seamless customer experience.
- Your primary goal will be to assist customers in placing orders, addressing their concerns, and maintaining a positive brand image.
- Respond to customer inquiries via phone, email, or chat efficiently and in a prompt and professional manner.
- Assist customers with order placement, menu inquiries, delivery updates, and general questions about FoodCourt services.
- Provide information about menu items, ingredients, allergens, and special modification (that do not alter the existing recipe or brand).
- Resolve customer complaints, concerns, and inquiries to achieve customer satisfaction.
- Collaborate with the kitchen and delivery teams to ensure accurate and timely order fulfillment.
- Monitor and manage online platforms and handle incoming orders and inquiries.
- Ensure the accuracy of order details, including addresses, delivery instructions, and special requests.
- Track and update order status, communicating any delays or changes to customers proactively.
- Address and resolve customer complaints, concerns, or escalations professionally and in a timely manner.
- Collaborate with relevant teams, such as operations or logistics, to find suitable resolutions and prevent similar issues from occurring in the future.
- Develop a deep understanding of FoodCourt’s menu offerings, ingredients, preparation methods, and delivery policies.
- Stay up-to-date with any changes or additions to the menu to provide accurate information to customers.
- Identify opportunities to upsell and cross-sell menu items, promotions, or special offers to customers during interactions.
- Provide feedback and suggestions to the management team to enhance customer experiences and optimize operational processes.
- Document customer interactions, issues, and resolutions accurately in the customer support system.
- Provide insights and suggestions for enhancing customer support strategies and procedures
- Collaborate effectively with cross-functional teams, including kitchen staff, delivery men, and marketing personnel, to ensure seamless customer experiences and operational efficiency.
- Assist customers with troubleshooting technical issues related to our food delivery app or website.
- Guide customers through the ordering process, app navigation, and payment procedures.
- Escalate complex technical problems to the appropriate teams and follow up until resolution.
- Build strong relationships with customers by providing personalized and friendly service.
- Proactively engage with customers to gather feedback, suggestions, and testimonials.
- Maintain a comprehensive knowledge base of menu items, promotions, and kitchen operations.
- Minimum of OND certificate
- Live around Lekki and its environs
- No experience needed but the ability to learn fast.
N70,000 – N80,000 / Month.
Deadline: 30th May, 2023.
How to Apply
Interested and qualified candidates should send their CV to: Danielle@getfoodcourt.com using the Job Title as the subject of the email.