We are seeking a highly motivated and tech-savvy Technical Customer Service Representative to support our e-commerce and food delivery platform. The ideal candidate will be responsible for assisting customers and vendors with technical issues, troubleshooting platform-related concerns, and ensuring a seamless user experience.
Key Responsibilities:
Respond to customer inquiries via chat, email, and phone regarding technical issues related to orders, payments, delivery tracking, and account access.
Escalate complex technical issues to the IT or development team, ensuring timely resolution and communication with users.
Guide customers and vendors through the use of platform features, mobile apps, and online dashboards.
Monitor system performance and report any downtime, glitches, or recurring issues to the relevant departments.
Assist customers with payment processing issues, refunds, and order cancellations while adhering to company policies.
Collaborate with delivery partners, restaurant vendors, and internal teams to resolve service-related concerns.
Maintain detailed records of customer interactions, reported issues, and resolutions in the CRM system.
Provide feedback to product and development teams on areas for system improvement and feature enhancements.
Educate customers on best practices for using the platform to enhance their overall experience.
Required Skills & Qualifications:
Minimum of 2 years of experience in technical customer support, preferably in e-commerce, food delivery, or SaaS industries.
Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively.
Excellent verbal and written communication skills.
Proficiency in using CRM systems, support ticketing tools, and chat/email support platforms.
Ability to work in a fast-paced environment and manage multiple customer requests simultaneously.
Strong customer-centric approach with patience and empathy.
Availability to work flexible shifts, including evenings, weekends, and holidays, as needed.
Preferred Qualifications:
Experience working with food delivery platforms or e-commerce marketplaces.
Familiarity with online payment gateways, digital wallets, and order management systems.
Ability to understand technical documentation and explain complex solutions in simple terms to non-technical users.
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How To Apply
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Attach your Application letter, updated Curriculum Vitae (CV) and any supporting documents required.
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Use a professional subject line such as Application for "Indicate Position"
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Make sure to send your application before the closing date.
Note: Only shortlisted candidates are contacted.
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