Technical Customer Service Representative at Jibs-Ray Nigeria Limited

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.