Customer Service & Live Operations Agent - Remote

Overview

Gopuff is a dynamic and fast growing online grocery delivery company dedicated to providing exceptional service and convenience to its customers.

In Short

• Manage incoming customer, driver and MFC inquiries via live chat, email, phone and Slack tickets promptly and professionally.
• Resolve customer, MFC & Delivery Partner issues efficiently, aiming for first-contact resolution whenever possible.
• Maintain a high level of customer satisfaction and retention through excellent service.
• Collaborate closely with other teams, including Operations to resolve complex customer issues.
• Identify and escalate priority issues that require urgent attention.
• Uphold company policies and procedures while adhering to service level agreements (SLAs).

Requirements

• Proven work experience in customer service, ideally in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills with a solution-oriented mindset.
• Ability to multitask, prioritise, and manage time effectively.
• Familiarity with CRM systems and ticketing platforms (experience with Slack & CXM platforms for customer support is a plus).
• Proficiency in typing and using technology for communication and data entry.
• Ability to work independently and as part of a team in a remote setting.
• Flexibility to work non-traditional hours, including evenings, weekends and holidays as needed.
• Secondary School/High school diploma or equivalent; additional education or certification in customer service is a plus.
• Conversational fluency in written and spoken English.
• All applicants must own their own laptop and a stable, private WiFi network.

Benefits

• Work in a dynamic and fast-paced environment.
• Opportunity to develop customer service skills.
• Flexible working hours.
• Remote work opportunity.
• Collaborative team environment.