Customer Support Staff at Wakafoods Express Limited

Wakafoods Express Limited is an innovative food ordering and delivery platform that connects customers to their favorite meals from a wide variety of vendors — from fast food and street food to home-cooked meals, wine stores, and confectioneries. Our goal is to provide a seamless food delivery experience for both vendors and customers, creating convenience, variety, and affordability at the tap of a button. We are passionate about reshaping how people access food in Nigeria, and we are growing fast!  

We are recruiting to fill the position below:

Job Title: Customer Support Staff

Location:  Abuja (FCT) 
Employment Type: Full-time

Summary

• As a Customer Support Staff at Wakafoods, you will be the first point of contact for our customers, vendors, and riders.
• Your role is essential in ensuring a smooth and satisfying experience for all users on the Wakafoods platform.

Key Responsibilities

• Handle inbound and outbound customer, vendor, and rider inquiries via phone, chat, email, and social platforms.
• Provide real-time assistance and resolve issues such as order tracking, payment confirmation, and delivery concerns.
• Act as a bridge between customers, vendors, and riders to ensure smooth communication.
• Manage customer complaints with empathy, professionalism, and efficiency.
• Ensure proper documentation of issues and resolutions on internal systems.
• Monitor order flows on the Admin Dashboard and proactively resolve delivery delays or failed orders.
• Escalate technical and unresolved issues to relevant departments.
• Stay informed about all platform features, promotions, and updates to assist users accurately.
• Assist new users in navigating the app and website during onboarding.
• Promote Wakafoods' customer loyalty programs, discount offerings, and payment solutions when interacting with customers.
• Contribute to team efforts aimed at achieving user satisfaction and retention.

Requirements

• Minimum of an HND or Bachelor's Degree in any relevant field.
• 1-2 years of experience in customer service or a similar role (experience in the food delivery industry is a plus).
• Excellent communication skills (spoken and written English).
• Strong interpersonal and problem-solving skills.
• Ability to work under pressure and in a fast-paced environment.
• Tech-savvy and comfortable using customer service tools, CRM systems, and apps.
• Ability to multi-task and manage time effectively.
• A friendly, helpful, and patient attitude.
• Willingness to work in shifts, including weekends.
• A certificate in Customer Service and other related fields will be an added advantage.

What We Offer

• Competitive salary: N100,000 – N200,000 per month.
• Opportunity to grow in a fast-expanding tech startup.
• On-the-job training to fully understand the Wakafoods platform.
• A supportive, fun, and collaborative work environment.
• Performance-based bonuses.
• A chance to be part of a mission to revolutionize food delivery in Nigeria.

Application Closing Date
30th April, 2025.