Customer Representative at GoCaby Technology Limited

Role Summary

• The Customer Representative is the voice of GoCaby — the first point of contact for customers, riders, and partners.
• You resolve issues quickly and professionally, keep people moving, and protect the GoCaby experience through every interaction.
• Great candidates stay calm under pressure, communicate clearly, and turn frustrated users into loyal ones.

Key Responsibilities 

• Handle inbound and outbound contact across calls, chat, email, and social channels in a timely, professional manner.
• Resolve customer complaints and delivery issues, escalating complex cases to the right team with full context.
• Act as liaison between customers, riders, and the operations team to resolve disputes (e.g. delivery confirmation, delays, wrong items).
• Track and follow up on open issues until they are fully resolved; keep customers informed at every step.
• Maintain accurate records of interactions, complaints, and resolutions in the support system.
• Monitor and help improve customer satisfaction (CSAT), first-response time, and resolution time.
• Identify recurring problems and feed insights back to Operations and Product to prevent repeat issues.
• Uphold GoCaby's tone and service standards in every interaction, including with difficult customers.

Requirements

• 1+ year in customer service, support, or a client-facing role (mobility, logistics, or tech preferred).
• Excellent verbal and written communication in English.
• Strong patience, empathy, and composure under pressure.
• Good attention to detail and the ability to multitask across several conversations at once.
• Comfortable using support tools, live chat, and basic CRM/ticketing systems.

Nice to have:

• Experience in a delivery, ride-hailing, or e-commerce support team.
• Additional Nigerian languages (e.g. Yoruba, Hausa).