Zapp is building the future of convenience with a full stack approach to on-demand essential items, 24/7, delivered in minutes. Customer obsession is at the heart of everything we do, and from founders to riders we are relentlessly focused on delighting our customers. We are backed by the world's leading investors and our team has scale-up and exit experience at companies such as Amazon, Jumia, Deliveroo, Tesco, Stuart and Just Eat. If you’re ready to help build the world’s most customer-focused company, get in touch.
We are looking for a number of customer service people to start ASAP to join our small but quickly growing team. We’re setting high standards for our service, but occasionally things don’t go according to plan and we want to offer our customers the best help they can get, owning the problem so they can get on with their lives and making it up to them, to make sure they come back as fans of Zapp.
We deliver 24/7, so we need people to work days, evenings and nights, along with our colleagues in store and our riders. Part-time and full-time positions are available, with part-time covering around 24 hours a week.
Responsibilities
- Work as part of a team along with our Stores, Riders and other colleagues to iron out problems and help customers
- Take initiative, be responsive, and play a part in our lt; 20 minute delivery promise by raising and fixing any issues that might get in the way of our commitment
- Be the face of Zapp for customers, engaging with them in a way that shows we really care about doing the right thing for each of them
- Choose the best problem fix for each individual customer who has had an problem (within our guidelines), and recommend new options if needed
- Use our customer service platform and other tools to apply solutions, and provide detailed information about customers and their issues for process improvements
- Think on your feet, and look for ways we can make everything we do work even better for our customers and our colleagues
Requirements
- Available to work shifts during the day, evenings, overnight and on weekends ideally happy work in 2 different shifts, e.g. days/evenings or evenings/nights, as you choose
- Prior experience as a Customer Service agent or similar in a fast-paced and high-output environment
- Motivated to delight customers and do the right thing for them
- Call handling and chat skills, experience of service in social media is an advantage
- A team player, who’ll dig in to help their colleagues be successful
- Open to seeing and recommending better ways of serving customers, in customer service or in our product design
- Happy to reach out to the wider Zapp organisation when a customer problem requires it
- You may work from home to start, so you’ll need a stable internet connection, and a quiet place to work, and be willing to travel to our offices when required for training/events on occasion. We don’t currently expect night workers to travel to an office
- Tech savvy and able to learn and efficiently operate the range of tools we use, including our customer service platform, our online store, and our rider app
- Ability to speak and write in Dutch on a native level and communicate efficiently in English (our business language)
Benefits
- Competitive salary amp; equity package
- Health amp; wellness package with Collective
- We will contribute 3% to your pension
- Benefit from our Zapp discount
- Be part of a fast-growing company and a super motivated team
At Zapp we embrace diversity. We are committed to creating an inclusive and supportive work environment. We firmly believe that a variety of backgrounds amp; perspectives make our team stronger and brings our product closer to the customer.
As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.