Customer Support Associate (Inbound) at FoodCourt

Key Responsibilities
Customer Engagement & Communication:

• Respond to customer inquiries via phone, email, or chat in a prompt, professional, and efficient manner.
• Assist customers with order placement, menu inquiries, delivery updates, and general service questions.
• Provide detailed information about menu items, ingredients, allergens, and acceptable modifications.
• Guide customers through the ordering process, app navigation, and payment procedures.
• Proactively engage with customers to gather feedback, suggestions, and testimonials.
• Build strong, trust-based relationships with customers through personalized and friendly service.

Issue Resolution & Escalation:

• Resolve customer complaints and concerns to ensure satisfaction.
• Track and update order status, notifying customers of any changes or delays.
• Collaborate with kitchen and delivery teams to ensure accurate and timely order fulfilment.
• Escalate complex or unresolved issues to the appropriate teams and follow up until resolution.
• Troubleshoot and assist with technical issues related to the delivery app or website.

Operational Support & Accuracy:

• Monitor and manage online platforms, handling incoming orders and inquiries efficiently.
• Ensure all order details—including address, delivery instructions, and special requests—are correct.
• Maintain accurate documentation of customer interactions, issues, and resolutions in the support system.
• Collaborate with logistics and operations teams to find and implement effective solutions.

Knowledge Management & Product Expertise:

• Develop and maintain an in-depth understanding of the company’s menu, ingredients, preparation methods, and delivery policies.
• Stay current on menu updates, seasonal offerings, and promotional changes.
• Maintain a comprehensive internal knowledge base for quick and accurate customer support.

Sales & Feedback:

• Identify opportunities to upsell or cross-sell menu items, promotions, or special offers.
• Provide actionable feedback and insights to improve customer support strategies, product offerings, and operational efficiency.

Team Collaboration:

• Work closely with kitchen staff, delivery riders, and marketing personnel to ensure a smooth, seamless customer experience.
• Participate in cross-functional initiatives to improve workflows and resolve recurring issues.
• Perform other related duties as assigned by management

Requirements

• Interested candidates should possess an HND / Bachelor`s Degree with 3 years work experience.
• Strong verbal and written communication skills.
• Customer-focused with a proactive problem-solving attitude.
• Ability to multitask in a fast-paced environment.
• Familiarity with food delivery platforms and basic technical troubleshooting.
• Strong attention to detail and organizational skills.
• Willingness to learn and adapt to new technologies and systems.
• Prior experience in customer support, food service, or logistics is an advantage.