Customer Service Associate at Growth Partner Intermediaries Limited

About the Role

• We’re looking for a proactive, solution-driven Customer Service Associate to lead and scale our customer support operations.
• You will oversee all customer support channels (calls, chats, emails, WhatsApp), manage escalations, lead the support team, and implement service processes that enhance customer satisfaction.
• This role is ideal for someone experienced in fast-paced environments such as food delivery, e-commerce, logistics, or tech platforms.

Key Responsibilities

• Lead daily customer support operations
• Manage escalations and complex complaints
• Set KPIs and performance targets for the support team
• Recruit, train, and coach customer service representatives
• Develop SOPs for refunds, cancellations, and delivery issues
• Track CSAT, response time, resolution time, and complaint rates
• Coordinate with restaurant partners and riders to resolve service issues
• Drive continuous process improvement and automation
• Act as the main point of contact for our customers/partners, ensuring their experience with our app is positive and seamless.
• You will be responsible for providing exceptional customer service and resolving inquiries and issues related to the product deliveries.

Requirements

• Bachelor’s degree in business administration, Communications, or related field
• 4 - 7 years’ experience in customer service operations
• Experience in food delivery, e-commerce, logistics, or tech is an advantage
• Strong leadership, communication, and problem-solving skills.