About this role
Who we are
Chowdeck is an on-demand delivery service for Africa. We deliver food, medicine, groceries and other packages seamlessly while 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 group of creative problem solvers who are smart, kind, and committed to helping each other grow.
Where you come in
As a Customer Support Representative, you will be part of a team that helps resolve customer, rider, and vendor issues across multiple channels. You will be responsible for providing exceptional customer service and resolving inquiries and issues related to Chowdeck deliveries. You will act as a main point of contact for our customers, ensuring their experience with our app is positive and seamless.
This is a phone-intensive customer support role. You will be expected to make and receive a high volume of calls with customers, riders, and vendors, particularly when an issue requires immediate attention, clarification, or coordination. You should be comfortable communicating confidently over the phone, managing difficult conversations, and taking ownership of an issue through to resolution.
You will also handle customer interactions through chat, email, and social media, switching between channels depending on what is most effective for resolving the issue.
This position will require the successful candidate to work hours outside normal work hours, including evenings, weekends, and holidays, to cover varying shifts and/or changing schedules.
In this role you'll be required to:
• Make and receive a high volume of calls with customers, riders, and vendors to investigate issues, provide updates, and drive timely resolutions.
• Help Chowdeck customers and riders resolve issues via mobile calls, chat, email, and social media, providing accurate information and appropriate solutions while maintaining a friendly and helpful demeanor.
• Take ownership of phone-based issues, asking the right questions, communicating clearly, and following up with relevant teams until the issue is resolved.
• Manage customer orders, including order modifications, cancellations, and refunds. Coordinate with relevant teams to ensure timely and accurate resolution of customer requests and adherence to company policies and procedures.
• Stay up to date with the app's features, policies, and processes to provide accurate information to customers.
• Maintain high-quality standards across all customer interactions, including calls, chats, and emails, ensuring accurate and thorough communication.
• Contribute to the creation and maintenance of a comprehensive knowledge base and support documentation.
• Provide internal updates and insights from engagements with customers, riders, and vendors to help improve 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.
• Identify recurring customer issues and flag opportunities to improve our processes, products, and overall customer experience.
You're perfect for the role if you:
• Are honest.
• Are a very fast learner.
• Are an excellent communicator who is confident and articulate on the phone, as well as in writing.
• Are fluent in English and able to break down complex ideas into comprehensible bits.
• Are comfortable making and receiving frequent calls throughout the workday, including calls with frustrated customers, riders, or vendors.
• Are able to listen actively, ask the right questions, and communicate solutions clearly over the phone.
• 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 delivery experience.
• Are extremely patient and calm under pressure, particularly during difficult phone conversations.
• Can communicate clearly and empathetically, both verbally and in writing.
• Have a deep and unrelenting focus on customer satisfaction and experience.
• Are comfortable working across multiple support channels, including phone, chat, email, and social media.
• Are flexible to work in shifts, including evenings, weekends, and holidays.
Beyond the paycheck, Chowdeck provides:
• Housing assistance
• Lunch allowance
• Comprehensive medical coverage
• MacBook Pro for your work
• Opportunities for rapid career progression
• A team of smart, kind colleagues invested in your growth
Specific benefits, allowances, and coverage may vary by country or city in line with local regulations and market practices. Chowdeck is an equal-opportunity employer and prohibits discrimination and harassment of any kind. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, or age.