Customer Support & Platform Coordinator (Gourmetz)

Role Purpose

The Customer Support & Platform Coordinator is responsible for supporting the day-to-day customer service and platform administration of Gourmetz’s GOe ecosystem.

The role serves as an important coordination point between customers, schools, internal operations teams and technology partners, ensuring that enquiries are resolved efficiently, platform information is accurately maintained, and operational requirements are properly supported.

The successful candidate will be expected to demonstrate strong service orientation, attention to detail and the ability to manage both customer-facing and system-related responsibilities in a structured and professional manner.

Key Responsibilities

Customer Support & Experience

• Manage customer enquiries across designated support channels and provide timely, accurate and professional assistance.
• Support customers on matters relating to meal orders, cancellations, refunds, account access, wallet balances and platform usage.
• Investigate customer cases by reviewing relevant account, order and transaction information.
• Escalate complex technical or operational matters to the appropriate teams and follow through until resolution.
• Maintain clear and consistent communication with customers and relevant stakeholders throughout the resolution process.
• Identify recurring customer issues and provide feedback to support continuous service improvement.

Platform Administration

• Perform day-to-day administration of the GOe platform, including maintenance of student, parent and school account information.
• Support account onboarding, amendments, duplicate account management and offboarding processes.
• Review and verify meal orders, cancellations, refunds, wallet transactions and collection records where required.
• Assist with the administration of school-specific platform settings, meal schedules and service availability.
• Support the administration and verification of Financial Assistance Scheme (FAS) wallet allocations.
• Ensure that approved system and operational changes are accurately reflected within the platform.

Operational Coordination

• Support daily operational requirements by reviewing meal ordering, transaction and collection information.
• Coordinate with school and internal operations teams on school closures, programme changes, meal schedules and other service-related updates.
• Assist in investigating discrepancies relating to meal orders, collections or student transactions.
• Maintain accurate records of incidents, operational issues and follow-up actions.
• Support the preparation and validation of operational reports and system-generated data.
• Work closely with Kitchen, Operations, Finance and Customer Service teams to ensure alignment between system records and operational requirements.

System & Stakeholder Coordination

• Liaise with internal teams and external technology partners on platform-related issues and enhancement requirements.
• Track reported system issues and coordinate follow-up through to closure.
• Support user acceptance testing and verification of system updates where required.
• Assist in documenting platform workflows, processes and standard operating procedures.
• Identify opportunities to streamline administrative processes and improve the overall customer and user experience.

Requirements.

• Relevant experience in customer service, operations coordination, system administration or platform support is preferred.
• Strong written and verbal communication skills.
• Good organisational skills with the ability to manage multiple priorities and follow through on outstanding matters.
• High level of accuracy and attention to detail when handling customer, transaction and operational data.
• Comfortable working with digital platforms, administrative systems and web-based applications.
• Proficiency in Microsoft Office or Google Workspace, particularly spreadsheets, would be advantageous.
• Able to work independently while collaborating effectively across multiple functions.