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.Role Summary
The Customer Representative is the voice of GoCaby — the first point of contact for customers, riders, and partners.
You resolve issues quickly and professionally, keep people moving, and protect the GoCaby experience through every interaction.
Great candidates stay calm under pressure, communicate clearly, and turn frustrated users into loyal ones.
Key Responsibilities
Handle inbound and outbound contact across calls, chat, email, and social channels in a timely, professional manner.
Resolve customer complaints and delivery issues, escalating complex cases to the right team with full context.
Act as liaison between customers, riders, and the operations team to resolve disputes (e.g. delivery confirmation, delays, wrong items).
Track and follow up on open issues until they are fully resolved; keep customers informed at every step.
Maintain accurate records of interactions, complaints, and resolutions in the support system.
Monitor and help improve customer satisfaction (CSAT), first-response time, and resolution time.
Identify recurring problems and feed insights back to Operations and Product to prevent repeat issues.
Uphold GoCaby’s tone and service standards in every interaction, including with difficult customers.
Requirements
1+ year in customer service, support, or a client-facing role (mobility, logistics, or tech preferred).
Excellent verbal and written communication in English.
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.
Nice to have:
Experience in a delivery, ride-hailing, or e-commerce support team.
Additional Nigerian languages (e.g. Yoruba, Hausa).