ZigZag is looking for Customer Service Agents to join our team!

Responsibilities

• Email and/or Phone Management: Respond to customer inquiries, complaints, and requests received via email promptly and professionally, adhering to established response time standards.
• Order Management: Assist customers with order-related inquiries, including order status, tracking, cancellations, modifications, and returns. Provide accurate and timely information to customers regarding their online purchases.
• Issue Resolution: Identify customer issues and concerns accurately, troubleshoot problems, and resolve them effectively to ensure customer satisfaction.
• Customer Relationship Management: Build rapport and establish trust with customers by demonstrating empathy, patience, and professionalism. Maintain a friendly and positive attitude throughout all interactions.
• Escalation Management: Identify and escalate complex or unresolved issues to the appropriate teams or supervisors, ensuring timely resolution and customer satisfaction.

Requirements

• Availability and willingness to work full-time on-site training for 3-6 months then hybrid setup after training
• Proven experience in a customer service role, preferably in the e-commerce industry.
• Ability to multitask and work effectively in a fast-paced environment.
• Active listening and problem-solving abilities
• Strong interpersonal skills and ability to build rapport with customers.
• Flexibility to work shifts, including, weekends, and holidays, as needed.
• Flexibility to work on shifting dayshift schedule
• Experience with Zendesk ticketing software and eCommerce is a plus.