Customer Service Representative - Intern

We are looking for a proactive and detail-oriented Customer Service Representative to join our operations team. In this role, you will be the frontline guardian of our customers' delivery experience, monitoring live orders across all active third-party delivery platforms in real time, resolving issues swiftly, and ensuring every customer interaction reflects our brand’s commitment to excellence. This is a fast-paced, high-accountability role suited to someone who thrives under pressure, communicates with confidence and clarity, and takes full ownership of problems from identification through to resolution.

Key Responsibilities

Order Monitoring

• Continuously monitor live orders across all active delivery platforms (e.g. Talabat, Deliveroo, Noon Food, Careem, and others) throughout every shift.
• Proactively identify delayed orders and investigate the root cause (kitchen delay, rider issue, platform error, or external factors).
• Track order statuses in real time and immediately flag any orders requiring urgent escalation.

Issue Identification & Classification

• Detect and categorise customer complaints submitted via delivery platform portals, in-app ratings, or direct channels.
• Monitor incoming reviews and star ratings across all platforms, flagging negative feedback for immediate attention.
• Assess each situation and determine the most appropriate resolution path.

Platform & Helpline Escalations

• Raise support tickets directly on the relevant delivery platform for order errors, delays,missing items, incorrect orders, or technical issues.
• Contact platform helplines when ticket-based resolution is insufficient, too slow, or time-critical.
• Maintain accurate records of all tickets raised, their current status, and final resolution outcomes.

Customer Outreach & Compensation

• Reach out directly to affected customers via phone call or platform messaging to acknowledge the issue and offer a sincere apology.
• Assess eligibility for compensation (vouchers, refunds, re-delivery) in line with company policy, and authorise or escalate for approval accordingly.
• Ensure every customer interaction is handled with empathy, professionalism, and urgency.

Shift Reporting & Handover

• Maintain a live incident log documenting all order issues, escalations, and actions taken during the shift.
• Prepare a clear and concise end-of-shift summary report for management and the incoming team.
• Flag recurring issues or patterns (e.g. consistent delays on a specific platform or delivery zone) for operational review.

Requirements

• Professional, fluent English is essential – both spoken and written. Clear articulation, correct grammar, and a confident telephone manner are non-negotiable.
• Prior experience in a call centre, customer service, or customer-facing support role.
• Empathetic and composed phone manner; ability to de-escalate tense customer situations calmly and professionally.
• Ability to monitor several platform dashboards simultaneously without losing accuracy or response time.
• Skilled at tracking a high volume of live orders and spotting anomalies quickly.
• Sound judgement to assess situations rapidly and identify the correct resolution path (ticket, helpline, or customer outreach).
• Comfortable using multiple digital tools, platforms, and communication channels at once.

Punctual and dependable, particularly during peak service windows (lunch and dinner hours).

Location: Shahrah e Faisal, Karachi
Timing: 4pm to 12am
Stipend: 25k to 30k

Work Location: In person