What are the responsibilities and job description for the Customer Service Representative position at Embakire?
Job Description
Job Description
Job Summary : 3 MONTH CONTRACT
Client is expanding its dasher shop deliver service and we’re looking for a Live Operations Specialist to join our growing team. This role will focus on driving a 100% delivery success rate by proactively engaging with our delivery drivers, ensuring they have clear expectations, and addressing issues that arise. You will play a key role in delivering exceptional service through strategic problem-solving, proactive communication, and maintaining world-class operational standards.
Core Responsibilities :
Proactively contact dashers to set clear order expectations and provide detailed instructions
Address and resolve ad-hoc dasher issues with empathy and urgency
Spearhead and execute workflows to ensure service-level agreements (SLAs) are met
Identify trends, communicate findings, and collaborate with broader teams to improve operational processes
Develop deep expertise in Client products, systems, tools, and processes
Be an integral part of a collaborative team focused on providing excellent customer service within an innovative and fast-paced environment
Required Qualifications :
Bachelor’s degree or equivalent work experience
2 years of experience in a fast-paced customer service role in technology, hospitality, or grocery convenience industries
Strong communication skills, both written and verbal, with attention to grammar, spelling, and tone
Technical fluency with proficiency in Google Sheets (typing speed of 40 WPM)
Fluent in English with conversational proficiency in Spanish
Self-motivated and able to work independently in a dynamic environment
Natural problem-solver with the ability to adapt to new challenges and troubleshoot undefined issues
Preferred Qualifications :
Familiarity with G-Suite, Slack, Atlassian, and Salesforce
Previous experience in grocery convenience industries
Passionate about technology and working in a fast-evolving environment
Education : & Bachelors Degree
