Key skills
Communication
About this role
Role Overview
- Answering customer queries through email, live chat, WhatsApp/SMS and social media
- Understanding Zoa Clients’ T&Cs to provide the correct information to customers
- Investigating and resolving customer issues or complaints quickly
- Issuing rental credit codes and refunds to customers
- Communicating with customers about their orders, including any delays or changes needed to their order
- Liaising with the warehouse or other fulfilment and dry cleaning partners to resolve customer and stock issues and confirm and organise new stock deliveries
- Speaking with delivery partners to resolve any issues with the delivery of orders
- Following up with customers who haven’t returned their orders on time
- Fulfilling orders once they have been despatched by the warehouse or other fulfilment partners
- Recording any stock that is ex-hired
- Recording any stock that is sold
- Recommending potential solutions or improvements from feedback from customers
- Preparing product or service reports
- Sending surveys to customers to collate feedback
Requirements
- Excellent communication skills
- Team player
- Ability to use initiative to resolve problems
- Experience working in a fast paced environment
- Outstanding organisation skills
Benefits
- Employees can work remotely