Customer Success Associate

3 months ago

Cambridge, United Kingdom Zedify Full time

**In short**:
Zedify is shaking things up in the logistics sector by transforming the way first and last-mile deliveries are done in cities. Our unique system for consolidated zero-emission deliveries ensures consumers get their items how and when they want and is helping to create healthier, more liveable cities.

The purpose of this role is to:

- Communicate with our customers and clients quickly and clearly
- Be an ambassador for the company internally and externally when it comes to customer experience
- Work with other internal teams on projects to improve our service and communication
- Help identify opportunities to make our customers happier

You’ll share our ideals and ethos on sustainability and ethics, have a positive attitude and be motivated to make an immediate impact. We’re a small business with big ambitions and you’ll relish the challenges and opportunities that come with this.

We promote equal opportunities and a workplace where each individual can contribute and realise their full potential. By working actively to embrace diversity, we can enrich every discussion and decision at Zedify and bring our purpose to life. Our goal is to help create a workplace where everyone feels welcomed and included and treated fairly and respectfully.

**The job**:

- Be the first point of contact for all customer enquiries
- Maintain positive interactions with all of our customers at all times - bringing professionalism, excellent customer resolution and understanding to their service problems and issues
- Monitor our performance and ensure it is of the highest quality.
- Assist with collecting and analysing customer service and delivery data, or improving the Zedify customer experience through active feedback loops with the rest of the company
- Assist the sales & operations team to ensure new clients are onboarded and looked after appropriately
- Build long-term relationships with our clients - by providing an understanding of their needs, promoting account growth, suggesting improvements in service and bringing, professionalism to the everyday dealings with Zedify.

**Who we’re looking for**
- Suitable experience in customer service or customer-facing roles and a passion for delighting customers
- Excellent written and verbal communication skills
- Self-starter, enthusiastic and results-driven
- Experience in e-commerce platforms (such as Shopify, and Linnworks) or CRM software (such as Gorgias, Freshdesk, and Zendesk) would be an advantage but is not essential
- A background in courier or delivery services would be a plus.

You'll need to be super organised and be able to analyse and prioritise competing demands. You'll have an entrepreneurial spirit and be keen to develop new business.

Finally, you’ll want to make a difference and be part of a team that’s excited about addressing big issues like climate change and making our cities more liveable.

**What to expect from us**:
If you are looking for a mission-focused business in a start-up environment then Zedify may be the right place for you. At Zedify, you have the chance to fundamentally change the way deliveries are done in urban areas and together help create the healthier and more liveable cities of the future.

If you think this sounds exciting, we'd love to hear from you. Send us your CV right away and tell us why you are interested in this particular position and why Zedify feels like the right place for you.

We can offer a competitive salary, 25 days holiday,, an EV/ cycle-to-work scheme as well as a great team culture to work with. We look forward to hearing from you.

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