Customer Service Coordinator

As a Customer Service Coordinator you will  hold a crucial responsibility to deliver exceptional service and quality support to our users and clients through phone, email, and chat. Your role is essential in ensuring the delivery of top-notch customer experience, addressing their needs promptly and resolving any issues that may arise during the delivery process with utmost efficiency and effectiveness.

Day-to-Day Responsibilities

• Handling calls and messages from customers, partners, and prospects from our inbound channel
• Providing high quality customer service by listening attentively, clarifying customer requirements, probing for understanding and using resources for answering customer enquiries efficiently and politely
• Collaborating with the rider support team and merchant team as such to ensure the timely and accurate delivery of orders
• Meeting customer service performance metrics such as response time, resolution rate, and customer satisfaction
• Supporting our partners with their queries or requests on various communication channels such as calls, emails or chats and remote support with basic IT troubleshooting to ensure seamless order fulfillment.
• Escalating issues such as repeated patterns of failure points  to the Escalations team or line manager where applicable
• Staying up-to-date on company policies and procedures to provide accurate information to customers