Abrar Admin

Tomati.App

<p></p><div><div><div><h3 class="jobSectionHeader"><b>Job summary
</b></h3><p>Tomati.App is an enterprise restaurant e-commerce platform built to help multi-location brands scale online ordering, payments &amp; delivery operations. We provide a white-label ordering system that supports web and mobile ordering, wallet and payment flows; delivery orchestration, including food delivery; last-mile workflows; and logistics integration. We are looking for a dedicated and customer-focused customer support agent to join our team. This individual will play a critical role in providing exceptional support to our clients, addressing inquiries, resolving issues, &amp; ensuring a seamless experience across the various platforms we integrate with. The role requires strong problem-solving skills, excellent communication skills and a commitment to maintaining high standards of customer satisfaction.
 </p><div>Min Qualification: HND Experience Level: Entry level Experience Length: 2 years Language Requirement: English Working Hours: Full Time - 9 to 5 Applicant Location: Nigeria
</div></div><div><h3 class="jobSectionHeader"><b>Job descriptions &amp; requirements
</b></h3><div><div><b>Responsibilities:</b><br>
</div>
<div><b>Customer Support:</b><br>
</div>
<ul><li>Provide timely and professional support to clients via multiple channels (email, phone, chat).</li><li>
Resolve customer issues related to third-party and proprietary delivery systems.</li><li>
Address inquiries related to account management, technical difficulties, and delivery tracking.</li></ul><br>
<p></p>
<p><b>Issue Resolution:</b></p><br>
<ul><li>Troubleshoot and resolve technical issues with both client and third-party delivery platforms.</li><li>
Work with the technical team to escalate and resolve complex issues.</li><li>
Document recurring issues and provide feedback to improve product and service quality.</li></ul><br>
<p></p>
<p><b>Stakeholder Communication:</b></p><br>
<ul><li>Act as the first point of contact for client queries, ensuring they are well-informed and their issues are handled efficiently.</li><li>
Communicate effectively with other teams to ensure all customer-facing issues are resolved and tracked.</li></ul><br>
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<p><b>Quality Assurance:</b></p><br>
<ul><li>Ensure customer issues are documented in detail, with clear action steps.</li><li>
Conduct follow-ups with clients to ensure full satisfaction and resolution of their issues.</li></ul><br>
<p></p>
<p><b>Knowledge Management:</b></p><br>
<ul><li>Maintain up-to-date knowledge of product features and services to provide informed support.</li><li>
Contribute to internal knowledge bases and FAQs for self-service resources</li></ul><br>
<p></p>
<p><b>Requirements:</b></p><br>
<ul><li>2-3 years of experience in customer support, preferably in a technical or software-related field.</li><li>
A minimum of an HND or equivalent; higher education is a plus.</li><li>
Familiarity with CRM tools (e.g., Zoho, Zendesk) and communication platforms.
</li><li>Basic understanding of technical integrations and troubleshooting.</li><li>
Excellent communication and interpersonal skills.
</li><li>Strong problem-solving ability and a patient, empathetic approach to customer service</li></ul><br>
<p></p>
<p><b>Key Performance Indicators (KPIs):</b></p><br>
<ul><li>Customer Satisfaction: Achieve a customer satisfaction rating of 4.5/5 or higher based on post-interaction surveys.<br>
</li><li>
Response Time: Respond to 90% of customer inquiries within 1 hour during business hours.<br>
</li><li>
Resolution Rate: Resolve 85% of customer issues on the first contact.<br>
</li><li>
Knowledge Sharing: Contribute to internal resources with at least 1 new FAQ or troubleshooting guide per quarter.<br>
</li><li>
Documentation and Compliance: Ensure all customer interactions are logged accurately and in accordance with data protection policies.</li></ul><br>
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<p><b>What We Offer:</b></p>
<ul><li>Competitive contractor compensation.</li><li>
Opportunity to work in a dynamic, fast-paced industry.</li><li>
Collaborative and inclusive work environment.</li><li>
Professional development and growth opportunities</li></ul><br>
<p></p>
<p><b><i>Application Deadline: </i></b><i>31st April 2026</i></p><div><br>
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<div><b>Note: </b>This position is a contract-based role, and compensation will be tied to the achievement of KPIs rather than the number of hours worked.</div></div></div></div></div><p></p>

Customer Support Agent

Join Tomati.App and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Tomati.App

About Company

Customer Support Agent