Customer Support Associate Job at CoKitchen

We are recruiting to fill the position below:

Job Position: Customer Support Associate

Job 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.
• 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.
• 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.
• 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
• 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.
• 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.
• 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.

Method of Application
Interested and qualified candidates should send their CV to: Danielle@getfoodcourt.com using the Job Position as the subject of the email.