Customer Representative

GoCaby is built around everyday movement. Whether you need to send a package across town, get food delivered to your door, book a ride, or settle your daily bills — we bring it all together in one place, with one click.

Founded in Abuja, Nigeria, our mission is simple: make moving anything effortless. We connect people and businesses to couriers, drivers, vendors, and payment tools through a single platform designed for the pace of modern Nigerian life. From the market trader sending daily orders, to the household settling utility bills, to the growing business managing fleet deliveries — GoCaby is the infrastructure powering it all.

We are recruiting to fill the position below:

Job Title: Customer Representative

Location: Abuja / Lagos
Employment Type: Full-time (On-site)
Department: Customer Service - GO
Reports to: Customer Support Lead / Operations Manager

Role Summary

• Great candidates stay calm under pressure, communicate clearly, and turn frustrated users into loyal ones.
• You resolve issues quickly and professionally, keep people moving, and protect the GoCaby experience through every interaction.
• The Customer Representative is the voice of GoCaby — the first point of contact for customers, riders, and partners.

Key Responsibilities

• Resolve customer complaints and delivery issues, escalating complex cases to the right team with full context.
• Identify recurring problems and feed insights back to Operations and Product to prevent repeat issues.
• Act as liaison between customers, riders, and the operations team to resolve disputes (e.g. delivery confirmation, delays, wrong items).
• Monitor and help improve customer satisfaction (CSAT), first-response time, and resolution time.
• Maintain accurate records of interactions, complaints, and resolutions in the support system.
• Handle inbound and outbound contact across calls, chat, email, and social channels in a timely, professional manner.
• Track and follow up on open issues until they are fully resolved; keep customers informed at every step.
• Uphold GoCaby's tone and service standards in every interaction, including with difficult customers.

Requirements

• Strong patience, empathy, and composure under pressure.
• Good attention to detail and the ability to multitask across several conversations at once.
• Comfortable using support tools, live chat, and basic CRM/ticketing systems.
• Excellent verbal and written communication in English.
• 1+ year in customer service, support, or a client-facing role (mobility, logistics, or tech preferred).

Nice to have:

• Experience in a delivery, ride-hailing, or e-commerce support team.
• Additional Nigerian languages (e.g. Yoruba, Hausa).

Success metrics (first 6 months):

• Customer satisfaction (CSAT), first-response and resolution times, ticket backlog, and escalation quality/accuracy.