Job Description

We are looking for Customer Service Representatives to join our team for a chat, email, and voice program. We are looking for individuals who want to join a world class team providing the highest level of service through knowledge and empathy, leaving a positive impact on our customers. Key Responsibilities: Provide best in class stakeholder experience to couriers, customers, and restaurants. Working on live chat, actions or other channels to assist couriers with any active order issues they may face and ensure that all information is provided to couriers in a timely manner while live on an order. Ensuring that our couriers have all the information needed to have a seamless experience on our network, including Live and non-live inquiries. Resolving escalated courier inquiries (call/email/chat) that have high complexity, legal, compliance, and business risk. Directing to appropriate in market teams to ensure that each market's local requirements and teams have visibility/ are involved in resolution. Facilitate communication between all parties involved in each delivery, such as customer live-team, and restaurant live-team. A thorough understanding of the global legal restrictions / requirements that exist when communicating with couriers, ensuring all local legislation for how to communicate with an independent contractor is being followed at all times to mitigate any legal risk to the business. Apply technology and tools to continuously optimize the stakeholder experience Using internal tools and resources to ensure that all couriers are having the best possible experience Ensuring couriers are contacted and supported via multi-channel approach (chat, email, voice calls) to Courier Support. Responsible for meeting and exceeding personal performance KPIs to ensure that we are delivering on a best-in-class stakeholder experience Responsible for staying engaged, up to date, and in constant communication with the team. Completing training modules/material, staying up to date with all new process changes, communications, training etc. Responsiveness and communication in required tool/email is key to be successful. This is the tool that we use live to connect and ensure that operations are running smoothly. Communicating with team leaders/managers for any issues or concerns - leveraging systems and email consistently. Attending meetings i.e 1on1s, huddles, all hands - leveraging google meets to stay connected with your team lead, peers and other members of the leadership team.
Minimum Qualifications: Prior customer service, sales, call centre experience Excellent/advanced written and verbal English capabilities High level of technical knowledge and computer literacy Education level of grade 12 or 3 CXC certifications Have a great attitude and are proven self-starters Keep hustling and can work through rejection Thrive in a rapidly changing environment

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