Core Competencies

• Excellent written and verbal communication skills.
  
• Demonstrates curiosity to understand customer issues and suggest practical solutions.
  
• High attention to detail to ensure accurate data and record management.
  
• Patience and adaptability when dealing with diverse clients and issues.
  
• Willingness to learn new systems, workflows, and service tools.
  
• Ability to apply feedback quickly and continuously improve performance.
  
• Adjusts to changes in workflows, tools, or team priorities with a positive attitude.
  
• Comfortable working with digital tools, spreadsheets, and CRM systems.
  
• Understands the importance of data privacy, integrity, and confidentiality.
  

Role Requirements:

• Minimum of six (6) months experience working in a call center environment.
  
• Flexibility to work on rotational shifts running between 6:00am-11:00pm, Sunday to Friday
  

Customer Support

• Assist in responding to parent and school inquiries through calls, WhatsApp, or email under supervision.
  
• Log all interactions in the CRM system accurately and according to training guidelines.
  
• Support the team in following up on pending issues and ensuring timely updates are shared with customers.
  
• Observe and learn best practices in professional communication and customer handling.
  

Data Entry and Feedback Management

• Record, update, and verify customer details and case information accurately.
  
• Support continuous data validation, privacy compliance, and system accuracy.
  
• Accurately escalate all issues that need second-level support using F4E’s escalation and reporting tools.
  
• Assist in identifying and escalating recurring issues to support service improvement initiatives.
  
• Maintain confidentiality and adhere to data protection standards in all customer records.
  

Customer Education and Engagement

• Learn and assist in explaining Tap2Eat features and processes to parents and schools.
  
• Share approved information with customers virtually or in person as guided.
  
• Support the CX team in updating FAQs, parent education materials, and resources for onboarding and reactivations.
  
• Support service survey activities through virtual interactions and in-field learners’ and teachers’ interactions.
  

Cross-Functional Learning

• Shadow team members to understand collaboration between Customer Experience, Tap2Eat Operations, Finance, and Field Teams.
  
• Participate in team meetings and contribute to discussions on service improvements.
  
• Learn internal workflows, escalation procedures, and all Customer Experience standard operating procedures that govern all interpersonal and stakeholder behavior and interactions.