Company Description

DROP Caribbean Ltd is the premier transport and delivery service in Trinidad and Tobago. Through foodDROP, we partner with over 450 local, regional and international companies, creating an e-commerce platform which facilitates shopping, delivery and pickup services across the country. Our rideshare service, DROP which was established in 2016, is the longest running rideshare service in T&T and boasts a strong and reliable driver network which spans nationwide. We are looking for curious, passionate and team oriented individuals to join and contribute to our team and goal of providing a superior Customer Experience every time #wedeliver our service.

Role Description

This is a full-time on-site role for a Customer Experience Specialist located in Port of Spain. You will play a critical role in the efficient operation of our food delivery and rideshare services (foodDROP and DROP ride). This role comprises both dispatch and customer service related duties. On dispatch, you will be responsible for the logistics of monitoring and actively dispatching trips to ensure timely service. Our customer service interactions are managed through through multiple channels, including phone, email and chat; you will be required to provide an excellent level of customer service to our restaurant partners, drivers and customers, by assessing and resolving customer complaints, and providing accurate product and service information.

Responsibilities and Skills

• Excellent interpersonal and communication skills, both written and oral
• Ability to handle difficult and stressful situations with composure
• Ability to work in a fast paced environment
• Ability to multitask and prioritize multiple requests
• Ability to work in a team environment, collaborating with other team members and continuously working to improve team processes
• A passion for helping others with strong problem-solving and conflict resolution abilities
• Self-management skills with an optimistic and pleasant attitude

Qualifications and Requirements

• A minimum of 5 CXC passes which must include Mathematics and English
• Flexibility and ability to work a shift system totaling 40 hours/week (including nights, weekends and holidays)
• Computer proficiency is required (ability to navigate between different tools)
• Customer service experience is preferred
• This position may require prolonged periods of sitting/standing and the ability to use a computer or phone for extended periods

Please note that this job description is not intended to be all-inclusive. You may perform other related duties as negotiated to meet the ongoing needs of the organization.