Customer Service Associate at CoKitchen

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

Job Summary

  • 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.

Key Responsibilities

  • 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.

Requirements

  • Minimum of OND certificate
  • Live around Lekki and its environs
  • No experience needed but the ability to learn fast.

Salary
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.

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