Job Description

JOB OVERVIEW

We are looking for a passionate, empathetic, and proactive Customer Service Representative to join our UCOOK team. As a CSR, you will be the first point of contact for our customers, helping them with queries, resolving issues, and ensuring they have a seamless experience with our meal kits, market products, and services. You'll play a key role in maintaining UCOOK's reputation for excellent service while contributing to customer loyalty and retention.

ROLES & RESPONSIBILITIES

Handle incoming calls, emails, and live chats, responding promptly and professionally to customer queries. Resolve customer complaints with empathy, providing practical solutions and following up to ensure resolution. Support customers with order management (meal kit selections, market add-ons, payments, delivery tracking). Keep accurate records of all interactions, process customer account changes, and log feedback for improvements. Maintain thorough knowledge of UCOOK's products, recipes, and services to give accurate and helpful advice. Build trust and sustainable relationships with customers through clear, friendly, and proactive communication. Assist in troubleshooting delivery or order issues by collaborating with Operations and Logistics teams. Collect and share customer insights to help improve menus, service design, and overall customer experience. Follow all communication procedures, policies, and brand tone guidelines. Contribute to achieving team targets for response times, resolution times, and customer satisfaction.
"Go the extra mile" to delight customers, whether by recommending alternatives, assisting with meal customisation queries, or ensuring a smooth delivery experience.

KEY REQUIREMENTS

Qualifications & Experience


Matric Certificate ( Advantage ) 1-2 years' experience in a customer service role, preferably in e-commerce, food delivery, or hospitality.




Skills & Competencies



Must Have



Excellent written and verbal communication skills in English. Strong phone and email handling skills with active listening. Computer literate with basic admin and CRM experience. Ability to multitask, prioritise, and manage time in a fast-paced environment. Empathy, patience, and a positive, solutions-driven attitude. Customer-focused mindset with adaptability to different situations. Ability to work independently as well as collaboratively in a team.




Advantageous



Experience using Zendesk, Freshdesk, or other customer service platforms. Knowledge of the meal-kit or food delivery industry. Exposure to reporting dashboards (e.g., Power BI, Google Sheets)

ABOUT UCOOK

UCOOK is South Africa's leading meal-kit and online fresh food marketplace. We help households cook delicious, chef-designed meals at home while saving time and reducing food waste. Beyond meal kits, we also offer a growing range of fresh produce, pantry staples, and ready-to-eat products delivered straight to your door.

OUR CULTURE AND TEAM

We live by our values: Be Curious, Innovate, Take Ownership, Build for Tomorrow, Nurture Trust, and Be Passionate. We're a close-knit, supportive team that thrives on collaboration and innovation. We move fast, adapt quickly, and encourage proactive problem-solving. * We believe in creating a positive, professional, and fun environment that empowers our team to succeed.