About this role
Role Summary: The Customer Service Officer is the primary point of contact for clients and the driver/rider network, responding promptly across phone, WhatsApp, and online platforms, while also managing YomYom's social media presence to advertise logistics jobs, grow the company's following, and keep the driver community active and engaged.
Key Responsibilities
- Manage and grow WhatsApp groups for riders and drivers, keeping the community active and informed of available jobs
- Respond promptly to client requests and inquiries via phone, WhatsApp, and other online platforms
- Monitor and respond to messages and comments across social media platforms in a timely, professional manner
- Advertise available logistics jobs and truck/rider opportunities across WhatsApp groups and social media
- Use AI tools to generate social media images and captions for posts
- Use Canva to edit and design pictures and graphics before posting
- Grow YomYom's social media following through consistent, engaging content
- Track and report on social media engagement and follower growth
- Maintain a content calendar to ensure consistent posting across platforms
- Escalate unresolved client complaints or disputes to the appropriate team member or manager
- Collect and relay client feedback to help improve service quality
- Maintain accurate records of client interactions, complaints, and resolutions
- Coordinate with the Logistics Officer to confirm booking details before communicating updates to clients
- Onboard new drivers/riders into the WhatsApp network and explain how job postings and bookings work
- Monitor competitor social media activity and industry trends to keep YomYom's content relevant and competitive