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Customer Experience Specialist
1 week ago
Working within a highly supportive environment, you will act as the face of Zapp to provide a best-in-class experience to every one of our customers.
The 24/7 service we provide necessitates that our team work varying shifts throughout the week. As a result, this is a hybrid role that will involve a blend of on-site and remote working.Main ResponsibilitiesBe the face of Zapp by demonstrating our commitment to maximal customer satisfaction.
Engage with customers via phone, email and chat to resolve issues in an efficient, professional manner.
Work effectively under pressure to ambitious SLA targets (20 minutes).Establish strong connections with other departments at Zapp and gain a strong grasp of our operational processes.
Work collaboratively with colleagues from our stores, our riders and other stakeholders to iron out problems and ensure we generate a positive and memorable customer experience.
Skills, Experience & AttributesPrevious experience in a customer service representative (or similar) role.Proficiency in phone and chat communication.
Capable of working well under pressure in a 'LiveOps' environment.
Committed to delivering customer satisfaction and consistently making decisions in the customer's best interest.
Familiarity with utilising a CRM system.
Benefits1) Access to our Benefits & Rewards platform offering you access to discounts at hundreds of retailers across London.2) Victoria Privelege Card - grants discounts at a variety of stores around our office. 3) 10% uplift in salary paid for night time shifts. About ZappZapp is London's leading digital-first, 24/7 luxury convenience retailer. We are relentlessly focused on growing and developing the best-in-class premium convenience proposition for our customers.
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