Handle incoming customer queries via email, chat or support tickets.
Provide a professional, courteous, and empathetic experience for all our clients.
Assisting retailers with customer’s return orders or parcel status queries, investigating missing/ delayed parcels and following up with third parties to resolve cases, raising carrier claims as required.
Dealing with refund claims on external platforms such as Adyen and Braintree.
Fixing failed labels in the platform and escalating to technical team where labels cannot be immediately resolve.
Gather and document detailed information about customer issues for efficient resolution.
Perform basic troubleshooting steps to identify and resolve common technical problems.
Escalate more complex or unresolved issues to Level 2/3 support or other relevant teams with clear documentation.
Follow up to ensure escalated cases are resolved satisfactorily.
Maintain accurate records of customer interactions in the ticketing system.
Contribute to internal resources, such as FAQs and knowledge bases, by documenting recurring issues and solutions.
Stay updated on product and service knowledge through training and self-learning opportunities.
Participate in team huddles, knowledge-sharing sessions, and feedback discussions.

Previous experience as Customer Service Representative
Client-focused solutions experience
Able to absorb and apply detailed knowledge of the ZigZag platform
Proficient in Microsoft Office suite
Excellent time management
Ability to manage multiple cases and relationships simultaneously
Strong attention to detail
Strong communication skills, both in verbal and written form.
Fluency in English essential
French/Spanish speaking is advantageous
Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.

20 days’ annual leave plus public holidays, with additional holiday entitlement awarded for each completed year of service (up to a maximum of six extra days). Plus, to celebrate you, enjoy an extra day off on your birthday.
Collaborative working environment
Paid volunteer day per year to support a cause you care about
Remote or hybrid work options – remote working with possibility to work from our Varna office
Healthcare insurance with dental service included
Food vouchers ( €102.26 month per person)
Option for a Multisport card at a discounted price
Option for a Parking card at a discounted price for our office in Varna
Learning and Development (L&D) budget and allocated time to utilise it
Summer working hours
Mental Health Support
Employee referral bonus scheme
Office Equipment Budget

Global Customer Support Representative

Key skills