Customer Support Associate (Inbound) at FoodCourt

Job Title: Customer Support Associate (Inbound)

Location: Lagos

Employment Type: Full-time

About FoodCourt:

FoodCourt was founded in September 2021 with a goal of transforming how people enjoy their favorite meals, focusing on delivering quality and variety with every order. From Nigeria to the world, FoodCourt is redefining food delivery with an emphasis on quality, variety, and convenience.
We are on a mission to deliver exceptional dining experiences right to your doorstep—wherever you are. Through innovation and strategic partnerships, we’ve expanded our offerings to bring better food experiences to more people. With a commitment to quality, convenience, and exceptional service, we have become a go-to choice for our customers. As we look ahead, our goal is to reach more communities, enhancing our services and continuing to deliver exceptional dining experiences. FoodCourt currently has two branches, with the head office in Lekki and the second branch in Obanikoro.

Key Responsibilities:

Customer Engagement & Communication:

Respond to customer inquiries via phone, email, or chat in a prompt, professional, and efficient manner.
Assist customers with order placement, menu inquiries, delivery updates, and general service questions.
Provide detailed information about menu items, ingredients, allergens, and acceptable modifications.
Guide customers through the ordering process, app navigation, and payment procedures.
Proactively engage with customers to gather feedback, suggestions, and testimonials.
Build strong, trust-based relationships with customers through personalized and friendly service.

Issue Resolution & Escalation:

Resolve customer complaints and concerns to ensure satisfaction.
Track and update order status, notifying customers of any changes or delays.
Collaborate with kitchen and delivery teams to ensure accurate and timely order fulfilment.
Escalate complex or unresolved issues to the appropriate teams and follow up until resolution.
Troubleshoot and assist with technical issues related to the delivery app or website.

Operational Support & Accuracy:

Monitor and manage online platforms, handling incoming orders and inquiries efficiently.
Ensure all order details—including address, delivery instructions, and special requests—are correct.
Maintain accurate documentation of customer interactions, issues, and resolutions in the support system.
Collaborate with logistics and operations teams to find and implement effective solutions.

Knowledge Management & Product Expertise:

Develop and maintain an in-depth understanding of the company’s menu, ingredients, preparation methods, and delivery policies.
Stay current on menu updates, seasonal offerings, and promotional changes.
Maintain a comprehensive internal knowledge base for quick and accurate customer support.

Sales & Feedback:

Identify opportunities to upsell or cross-sell menu items, promotions, or special offers.
Provide actionable feedback and insights to improve customer support strategies, product offerings, and operational efficiency.

Team Collaboration:

Work closely with kitchen staff, delivery riders, and marketing personnel to ensure a smooth, seamless customer experience.
Participate in cross-functional initiatives to improve workflows and resolve recurring issues.
Perform other related duties as assigned by management

Requirements:

Interested candidates should possess an HND/Bachelor’s Degree with 3 years of work experience.
Strong verbal and written communication skills.
Customer-focused with a proactive problem-solving attitude.
Ability to multitask in a fast-paced environment.
Familiarity with food delivery platforms and basic technical troubleshooting.
Strong attention to detail and organizational skills.
Willingness to learn and adapt to new technologies and systems.
Prior experience in customer support, food service, or logistics is an advantage.

Application Closing Date
13th May, 2025.