Customer Service Agent (Weekends and Evenings)
Weezy, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 9, 2021
Last Date
May 9, 2021
Location(s)

Job Description

Role - Customer Support Agent

Location - Victoria, London (flexible working)

Reporting to - Customer Support Lead

Hours - Shifts covering 5pm - 9pm Thursday to Sunday

Weezy is the UK's leading on-demand supermarket. Our mission is to deliver life-essentials, creating ever more happy and spontaneous moments at home. We're doing this by delivering groceries, including fresh fruit and veg, cupboard staples, pharmacy, alcohol, personal care and cleaning products in under 15 minutes. Behind the scenes, we're building a network of fulfilment centres across London, the UK and beyond, each staffed with Weezy customer delivery reps (CDRs) who pick, pack and deliver our customers' orders.

Launched in July 2020 by Alec and Kristof, we've recently closed a $20m Series A, led by Left Lane Capital (past backers of HelloFresh and Delivery Hero) with DN capital, Heartcore Capital and top angel investors participating. We're building a best-in-class team which already includes ex employees from Deliveroo, Zoopla, Farmdrop, BlaBlaCar, McKinsey, BCG and Tesco. We're experiencing amazing customer growth, retention and NPS and looking to 40x Weezy's footprint over the next 12 months. This is a unique opportunity to build a global consumer brand that will be instantly recognisable.


What will you be doing

As a Customer Service Agent at Weezy you’ll be on the front line answering our customer queries, keeping up to date with correct information on teams/promotions/stock and be a proactive problem solver to go above and beyond to delight our customers.

  • You’ll be part of a team of CS agents that will delight Weezy customers
  • Support and work closely with fulfilment centre teams to offering an amazing experience for our customers each and every time
  • Communicate via our main inbox and from specific fulfilment centre accounts in an efficient and responsive manner
  • Be the voice of our stores when the operations team are busy providing a great service, you talk so they can work
  • Execute the communications of our company account and customer queries that come in via social media
  • Working with teams around the whole Weezy organisation to ensure info is correct and applicable
  • Support FC during peak times (5pm-9pm, Thurs-Sun) being on hand when our customers need you
  • Report on KPIs to encourage a culture of continuous improvement
  • Reporting operational issues on a weekly basis so we can learn and share those learnings so errors will never be replicated

Responsibilities

What will you be doing

We are looking for a Customer Service Lead, to join our Operations team and set up and centralise the way our customers can contact us, and to work with various teams around the business to understand and answer the questions for our customers, in an efficient and consistent manner.

  • Manage a team of CS Agents to delight Weezy customers
  • Working with our individual fulfilment centres to provide all of our customers with an amazing experience
  • Communicate via our main inbox and by Fulfilment Centre specific accounts
  • Be the voice of our stores when the operations team are busy providing a great service
  • Manage company account and customer queries that come in via social media
  • Work closely with teams around the organisation to manage all comms to our customers through social media
  • Support FC during peak times (5pm-9pm, Thurs-Sun)
  • Define KPI’s for Weezy in Customer Service and report on these
  • Reporting operational issues on a weekly basis

Requirements

Who you are:

  • You’ll have experience in customer service systems such as Zendesk
  • You’ll take great pleasure in the geeky side of creating automations in CS systems
  • Have experience of managing intercom, zendesk and other CS systems
  • Friendly and positive attitude - this will be your calling card
  • Excellent written and verbal communication to be responding to our customers in a professional manner both in personal messages and on our public social media pages
  • Attention to detail is key part of your approach to your work
  • Customer first mindset
  • Creative problem solver to find wow moments for our customers in a realistic way

You are the central consolidation point for how we think about our customers. Not only do you manage the direct inbound communication channels within Weezy, but you also act as the customer's champion, optimising our operational processes to ensure we always act customer first. For a rapidly scaling company this is hard and you will be the voice of the customer for all our departments.

Benefits

  • This is

Job Specification

Job Rewards and Benefits

Weezy

Information Technology and Services - London, England, United Kingdom
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