Operations Associate – Customer Retention

Who we are

Chowdeck is an on-demand delivery service for Africa. We deliver food, medicine, groceries and other packages seamlessly while providing customers with a platform to order from their favourite vendors.

At Chowdeck, we deeply value growth, excellence, speed, and empathy. Our team is a tight-knit group of creative problem solvers who are smart, kind, and committed to helping each other grow.

Where you come in

We're looking for an exceptional candidate to join our strategy and operations team as an Operations Associate - Customer Retention. This role is the engine room of customer engagement. You'll be the voice that reconnects customers with Chowdeck, turning every call into an opportunity to rebuild trust and re-ignite loyalty. You'll handle the bulk of outbound conversations, feedback logging, and follow-ups that keep our customer base strong.

This is not a 9-to-5 role. It's fast-paced, target-driven, and will often require varying hours and shifts. But if you're persuasive, resilient, and hungry to prove yourself, this is an opportunity to launch your career in tech and operations at scale, learning directly from experienced operators and building the foundation to grow into future leadership roles.

In this role you'll be required to:

• Place outbound calls to identified customer segments using your work smartphone and contact lists provided by the Data/Growth team.
• Understand each customer’s experience and preferences (e.g., pricing, delivery speed, service quality, alternatives they use, past order issues) through structured, empathetic conversations.
• Apply appropriate engagement strategies - personalised offers, service recovery, discount codes, promo codes, or reassurance - to encourage renewed ordering, in line with approved playbooks.
• Accurately log call outcomes, customer feedback, and sentiment in the designated tracking sheet after every call
• Meet or exceed daily/weekly call volume targets and re-engagement conversion targets.
• Escalate recurring or systemic feedback (e.g., rider issues, vendor quality, app bugs) to the relevant teams for resolution.
• Maintain a professional, friendly, and solution-oriented tone on every call, representing the Chowdeck brand well.
• Provide daily/weekly reports on call activity, conversion rates, and top feedback themes.
• Identify patterns in customer feedback and suggest improvements to engagement scripts, offers, or processes.
• Stay up to date on current promotions, service areas, and platform features to answer customer questions confidently.

You’re perfect for the Operations Associate role if you have:

• A minimum of a Diploma or Bachelor's degree in any field.
• 1-2 years of experience in a call center, telesales, customer retention, or customer service role (experience in tech/e-commerce/delivery is a plus).
• Excellent verbal communication skills in English (Twi or other local languages is a strong advantage).
• Strong persuasion, negotiation, and objection-handling skills.
• An empathetic listener with a customer-first mindset.
• Comfort working with targets/KPIs in a fast-paced environment.
• Basic computer literacy; comfortable using spreadsheets.
• High resilience - able to handle rejection and difficult conversations without losing composure.
• Good record-keeping and attention to detail when logging call data.

We'll be extra impressed if you:

• Have a track record of excellence beyond academics
• Have prior exposure to startup environments.

Beyond the paycheck, Chowdeck employees get:

• MacBook for your work
• Smart, kind colleagues invested in your growth
• Opportunities for rapid career progression
• Lunch allowance
• Ride credits for transport

Specific benefits, allowances, and coverage may vary by country or city in line with local regulations and market practices. Chowdeck is an equal-opportunity employer and prohibits discrimination and harassment of any kind. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit without regard to race, color, religion, ethnicity, sexual orientation, nationality, marital status, gender, or age.