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 a phenomenal track record of success from the likes of Amazon, Jumia, Deliveroo, Tesco, 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 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 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/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
- Decide within our guidelines the best problem fix for each individual customer who has had an problem, 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
- 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
- Chat skills, experience of service in social media is an advantage
- Minimum 6 month experience using a CRM tool
- 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’s a work from home role, so you’ll need strong dedication, a stable internet connection, and a quiet place to work.
- Tech savvy and able to learn, and efficiently operate the range of tools we use, including our customer service platform, and our rider app
- Fluent spoken and written English
Benefits
- Competitive salary
- Health amp; Wellness package with Collective
- Extended sick pay and maternity / paternity leave pay
- We will contribute 3% to your pension
- Be part of a dynamic 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.