CoKitchen is a virtual foodcourt. 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!

Job Position: Customer Support Associate

Job Location: Lekki, Lagos (Shift based)

Job Description

  1. 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.
  2. You will act as a crucial link between our customers and the kitchen, handling inquiries, resolving issues, and ensuring a seamless customer experience.
  3. Your primary goal will be to assist customers in placing orders, addressing their concerns, and maintaining a positive brand image.

Job Responsibilities

  1. Respond to customer inquiries via phone, email, or chat efficiently and in a prompt and professional manner.
  2. Assist customers with order placement, menu inquiries, delivery updates, and general questions about FoodCourt services.
  3. Provide information about menu items, ingredients, allergens, and special modification (that do not alter the existing recipe or brand).
  4. Resolve customer complaints, concerns, and inquiries to achieve customer satisfaction.
  5. Collaborate with the kitchen and delivery teams to ensure accurate and timely order fulfillment.
  6. Monitor and manage online platforms and handle incoming orders and inquiries.
  7. Ensure the accuracy of order details, including addresses, delivery instructions, and special requests.
  8. Track and update order status, communicating any delays or changes to customers proactively.
  9. Address and resolve customer complaints, concerns, or escalations professionally and in a timely manner.
  10. Collaborate with relevant teams, such as operations or logistics, to find suitable resolutions and prevent similar issues from occurring in the future.
  11. Develop a deep understanding of FoodCourt’s menu offerings, ingredients, preparation methods, and delivery policies.
  12. Stay up-to-date with any changes or additions to the menu to provide accurate information to customers.
  13. Identify opportunities to upsell and cross-sell menu items, promotions, or special offers to customers during interactions.
  14. Provide feedback and suggestions to the management team to enhance customer experiences and optimize operational processes.
  15. Document customer interactions, issues, and resolutions accurately in the customer support system.
  16. Provide insights and suggestions for enhancing customer support strategies and procedures
  17. Collaborate effectively with cross-functional teams, including kitchen staff, delivery men, and marketing personnel, to ensure seamless customer experiences and operational efficiency.
  18. Assist customers with troubleshooting technical issues related to our food delivery app or website.
  19. Guide customers through the ordering process, app navigation, and payment procedures.
  20. Escalate complex technical problems to the appropriate teams and follow up until resolution.
  21. Build strong relationships with customers by providing personalized and friendly service.
  22. Proactively engage with customers to gather feedback, suggestions, and testimonials.
  23. Maintain a comprehensive knowledge base of menu items, promotions, and kitchen operations.

Job Requirements

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

N70,000 – N80,000 / Month.

Application 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.

Tagged as: Administrative, Customer Service