Customer Care Executive

**Role: Customer Care Executive**

**Location: Remote**
Zeelo is growing fast and we are looking for a Customer Care Executive to join our team.
Zeelo has an ever-growing number of services and we pride ourselves on providing a personal and efficient service to our customers each and every day.
This team is integral to ensuring the efficient running of these services and driving excellent service standards by ‘going the extra mile' for our customers.
This is an opportunity to be an integral part of a small team with huge ambition.
We're looking for an engaging and passionate communicator, someone who values building strong relationships with people and enjoys working in a fast-paced environment.
**What you need to know about Zeelo**
- Zeelo is a smart bus platform for organisations
- We're on a mission to build the world's leading smart mobility platform for organisations, enabling access to safe and sustainable transportation for everyday journeys
- We sell turnkey, managed and software solutions to employers (office-based and shift-based) and schools (private schools and universities)
- We have developed a best-in-class technology platform that connects organisations with riders and operator partners via a route optimization platform, mobile apps and operations management system
- We're just over 5-years old, backed with over $20M of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover) and Dynamo.VC
- We're a team of 75+ across 4 offices (London, Barcelona, US and Durban) and are live in 3 markets (UK, US and South Africa)
- We encourage a culture where people work smart, move fast, and work together; where performance is rewarded and all team members feel supported on the ride of a lifetime. Our people demonstrate the following virtues in how we work ‘for the pod':

- Smart
- Fast
- Together
**What you'll do**
- Be first point of contact for telephone and live chat support for ‘on-the-day' questions and issues from our customers
- Provide an exceptional customer experience and working collaboratively with other pods to provide feedback in real time on issues highlighted
- Work with operators to ensure that services have the right drivers allocated to enable drivers to use the Zeelo driver app
- Monitor and answer live chat and social media queries to drive booking conversion and answer questions
- Support with the development of FAQs and other self-service educational products for our drivers, operators and customers
- Provide continuous feedback to the operations and product teams regarding how we can improve the process and tools that underpin our service
- Some data entry and assistance with pulling together reports for the wider team
- Take ownership of any enquiries and follow through to resolution
**What makes you a good fit for the role**
- Personable and patient - we're here to provide excellent service to customers and drivers/operators
- Attention to detail
- A strong communicator - not only with customers and drivers, but also with the wider team
- Motivated by helping customers and receiving great customer feedback
- Able to think on your feet - you'll often have to think beyond what's in the manual, taking a pragmatic approach to resolving issues
- Very comfortable with using technology, online communication tools and social media
- Flexible - Team works 24/7 365 Days a year on a shift rotation and part timers will be expected to work these hours on a prorated basis
- Able to communicate confidently within the English language
**Experience within customer care**
- Minimum 2 years Customer Service experience working in an operations team preferably in a transport or logistics company.
- Demonstrate exceptional customer experience skills in a fast paced and changing environment
- Working with complaints and being able to resolve in a timely manner
**Skills**
- Listening
- Strong communication skills
- Empathy
- Problem solving
- Colatberation
- Knowledge retention
- Attention to detail
- Adaptable to change
- Calm under pressure
- Data and customer centric
**The Process**
Applications should be made via the Zeelo Careers Page or directly through LinkedIn
**4-Stage Process**:
1 - 20 min phone screen with the Talent Acquisition team
2 - 45 minute Zoom with Customer Care Team Leaders
3 - Assessments
4 - 20 minute Final Stage interview with the Director of Operations