Customer Support Representative

Chowdeck is recruiting a full-time Customer Support Representative to join its Strategy & Operations team in Ikeja, Lagos. Operating on a hybrid work structure, this entry-level position serves as the primary touchpoint for resolving customer, rider, and vendor issues across multiple channels. The role requires high adaptability, as the successful candidate will work varying shifts, including evenings, weekends, and holidays, to ensure a seamless on-demand delivery experience.

• Issue Resolution: Assist customers and riders via chat, mobile calls, email, and social media to provide accurate information and friendly, helpful solutions.

• Order Management: Manage order modifications, cancellations, and refunds while coordinating with relevant internal teams to ensure policy compliance.

• Knowledge & Documentation: Maintain an up-to-date understanding of app features, policies, and processes, and contribute to building the support knowledge base.

• Service Optimization: Provide internal updates and share insights from customer and merchant interactions to help improve Chowdeck’s overall services.

• Partner & Escalate Support: Escalate order issues, liaise with payment processors, restaurants, or riders, and actively support the Operations team to meet partner needs.

• Personal Attributes: Must be honest, intuitive, a very fast learner, and extremely patient and calm under pressure.

• Communication Skills: Excellent writing skills and fluency in English, with the ability to communicate complex ideas clearly and empathetically both verbally and in writing.

• Problem-Solving Mindset: A passion for solving complex issues when answers are not readily available, combined with an unrelenting focus on customer satisfaction.

• Experience Level: Entry-level candidates are welcome to apply.

• Flexibility: Full availability and willingness to work rotating shifts, including evenings, weekends, and holidays.

• Equipment: A MacBook Pro provided for your official work.

• Allowances & Coverage: Lunch allowance, housing assistance, and comprehensive medical coverage.

• Growth & Progression: Opportunities for rapid career progression within a collaborative team of smart, kind colleagues.