Junior Customer Support Representative

About the role

Chowdeck is an on‑demand delivery service operating across Africa, delivering food, medicine, groceries and other packages. As a Junior Customer Support Representative you will be the main point of contact for customers, riders and vendors, ensuring a smooth and positive experience with the app.

Key responsibilities

• Make and receive a high volume of calls to investigate issues, provide updates and drive timely resolutions.
• Assist customers, riders and vendors via phone, chat, email and social media, delivering accurate information and solutions.
• Take ownership of issues, ask the right questions, communicate clearly and follow up with relevant teams until resolved.
• Manage order modifications, cancellations and refunds, coordinating with internal teams to ensure compliance with policies.
• Stay up‑to‑date with app features, policies and processes to provide accurate guidance.
• Maintain high‑quality standards across all interactions, ensuring thorough and clear communication.
• Contribute to the knowledge base and support documentation.
• Provide internal insights from customer engagements to improve overall services.
• Escalate order issues and liaise with payment partners, restaurants and riders.
• Support operations to meet the needs of rider and restaurant partners and identify recurring issues for process improvement.

Required profile

• Honest, fast learner with excellent verbal and written communication skills.
• Fluent in English and able to break down complex ideas.
• Comfortable making and receiving frequent calls, including with frustrated customers.
• Active listener who asks the right questions and communicates solutions clearly.
• Patient, calm under pressure and able to handle difficult conversations.
• Strong focus on customer satisfaction and experience.
• Flexible to work shifts, including evenings, weekends and holidays.

What we offer

• Housing assistance
• Lunch allowance
• Comprehensive medical coverage
• MacBook Pro for work
• Opportunities for rapid career progression
• Supportive team of smart, kind colleagues