Customer Experience Specialist

We are seeking a Customer Experience Specialist to join our growing team. Working within a highly supportive environment, you will act as the face of Zapp to provide a best-in-class experience to every one of our customers.

The 24/7 service we provide necessitates that our team work varying shifts throughout the week. As a result, this is a hybrid role that will involve a blend of on-site and remote working.

Main Responsibilities

• Be the face of Zapp by demonstrating our commitment to maximal customer satisfaction.
• Engage with customers via phone, email and chat to resolve issues in an efficient, professional manner.
• Work effectively under pressure to ambitious SLA targets (20 minutes).
• Establish strong connections with other departments at Zapp and gain a strong grasp of our operational processes.
• Work collaboratively with colleagues from our stores, our riders and other stakeholders to iron out problems and ensure we generate a positive and memorable customer experience.

Skills, Experience & Attributes

• Previous experience in a customer service representative (or similar) role.
• Proficiency in phone and chat communication.
• Capable of working well under pressure in a ‘LiveOps’ environment.
• Committed to delivering customer satisfaction and consistently making decisions in the customer’s best interest.
• Familiarity with utilising a CRM system.

Benefits

1. Access to our Benefits & Rewards platform offering you access to discounts at hundreds of retailers across London.

2. Victoria Privelege Card - grants discounts at a variety of stores around our office.

3. 10% uplift in salary paid for night time shifts.

About Zapp

Zapp is London’s leading digital-first, 24/7 luxury convenience retailer. We are relentlessly focused on growing and developing the best-in-class premium convenience proposition for our customers.