Customer Service Associate – UJEFF Delivery Service

Job Description

Responsibilities
Main Goals

• Provide top-notch support to customers and drivers through multiple channels (app, phone, chat).
• Ensure smooth order processing and resolve issues quickly.
• Boost customer satisfaction and retention.

Key Responsibilities
1. Customer Support

• Answer queries about orders, deliveries, payments, and promotions.
• Handle complaints about missing items, delays, or cancellations.
• Provide order tracking info and updates.

 2. Issue Resolution

• Escalate complex issues to supervisors or logistics teams.
• Process refunds, replacements, or adjustments as needed.
• Follow up on resolved issues to ensure satisfaction.

3. Driver Support

• Assist drivers with app-related issues, pickup/drop-off changes.
• Coordinate with logistics teams for smooth deliveries.

 4. App & System Management

• Monitor app performance, report glitches or bugs.
• Update customer records and order statuses accurately.

5. Reporting & Improvement

• Track performance metrics (response time, resolution rate).
• Provide feedback to improve processes and customer experience.

6. Compliance & Security

• Handle sensitive data securely (GDPR General Data Protection Regulation, payment info).
• Follow company policies and procedures.

Required Skills or Experience

• The person should have an DBS/HND in the related field with not less than 2 years workong expeirence.
• Must be proaction and have the ability to make informed decisions.
• Must be able to communivate well at all levels and have problem solving skills
• Ability to work on a fast paced environment
• Msut be familiar with smartphones and apps (experience with a delivery app is a plus)

 Skills Needed

• Excellent communication and problem-solving skills.
• Empathy and patience.
• Familiarity with delivery apps/technology.
•  Ability to multitask in a fast-paced environment