Job Summary
The Customer Experience staff acts as the bridge between customers, merchants and dispatch riders to ensure smooth order processing and issue resolution. The role requires excellent communication skills, problem-solving ability, and the capacity to work in a fast-paced dispatch environment.
Key Responsibilities
• Responds to customer inquiries via phone calls, messages or email.
• Track and monitor live orders.
• Handle complaints, refunds, delays and disputes.
• Support merchant and riders with order-related concerns.
• Record customer requests accurately and enter details into the dispatch system.
• Coordinate with dispatchers to ensure timely service delivery.
• Provide customers with service updates, estimated arrival times, and follow-ups.
• Handle customer complaints and resolve issues promptly and professionally.
• Maintain accurate records of customer interactions and transactions.
• Monitor service progress and ensure customer satisfaction.
• Escalate complex issues to supervisors when necessary.
• Maintain confidentiality of customer and company information.
• Work flexible hours, including weekends or shifts, if required.
Qualifications & Requirements
Education
• High School Diploma (WASSCE) or equivalent (required)
Experience
• 1–2 years of experience in customer service, call center, or dispatch environment (preferred)
• Experience working with dispatch software or CRM systems is an advantage
Skills & Competencies
• Excellent verbal and written communication skills
• Strong listening and interpersonal skills
• Ability to multitask and work under pressure
• Good problem-solving and conflict resolution skills
• Basic computer proficiency (MS Office, email, CRM systems)
• Strong organisational and time management skills
• Attention to detail and accuracy
• Team-oriented with a positive attitude
Working Conditions
• Office-based environment
• May require shift work, weekends, or holidays
• Fast-paced setting with high call volume