ZigZag is looking for Customer Happiness Champions to join our team!

*For Pooling - Start Next Year (January 2025) 
*Full Remote and AU Account 

About our client

Our client helps small businesses thrive by making parcel delivery simple, reliable and affordable. They are business with a heart and their vision is for a world bustling with creativity and entrepreneurialism, where the friction of physical delivery is removed so that the best ideas win and small businesses flourish.

They are a high-growth business with bold ambitions and their people are core to this. They want to be the place where you get to do your best work, with the best team. They are self-confessed innovators, gadget geeks, motorbike enthusiasts and foodies, all passionate about making a difference. Right now, they're looking for the next game-changer to join their Customer Support team!

What you’ll need

For you to be successful, you should be able to work full-time in a remote work set up. You should have a 'never give up’ attitude and loves managing detail. You’ll need to be smart and eloquent. You’ll also need to be a positive person who is diligent and able to take on feedback or give one. It's not only the ability to communicate that matters, it is the ability to keep track of customer issues and to utilize resources when things aren’t going as planned until a problem is solved and a stable solution is found. You’re also willing to roll up your sleeves and work the frontlines to deliver a world-class customer experience with great adaptability to changes. You would have the ability to roll with the waves and consistently hunger for excellence.

This is not your usual Customer Service position. They are looking for Champs who have built a solid foundation on delivering exemplary customer service. Those who find fulfillment in working individually but at the same time collaborating with teams to deliver an above transactional approach in solving problems therefore maintaining a solid, happy team and customer relationship. You will be part of their creative Customer Service team and have the opportunity to leave your own mark in a customer- focused business.

What you’ll do

They need you to help them develop and deliver a world-beating support experience:

• Engage with their business customers, building rapport and stable relationships with them
• Turn around sticky situations into joyful outcomes to motivate their customers to continually partner with them for their delivery needs
• Develop a thorough understanding of the company's delivery services in the context of various geographical regions in which they operate
• Follow up on deliveries - keeping track of anything that is in a troubled state
• Be the first point of escalations via chat, email and other support channels
• Ideate and improve processes and documentation for your accounts
• Mentor and train junior team members
• Liaise with management over system changes and influence their product design with your feedback

Requirements

• Excellent written and spoken English - you need to be able to talk to Executive and C-level customers
• Charming outgoing personality
• Able to work with minimum supervision
• A high level of attention to detail and persistence
• Very comfortable with technology and digitally savvy
• Sound judgment and the ability to make decisions on the fly
• Genuine desire to deliver the highest possible level of service to their clients
• Able to work with the team on a 24/7 shifting schedules to provide service to customers globally (holidays, weekends, day/mid/night shifts depending on business needs)

The Benefits

• 15 days of paid holidays
• 15 days of sick leave
• Birthday day leave
• Night Differential pay as applicable
• HMO on Day 1 + 1 free dependent
• Internet allowance
• Coffee allowance
• Wellness allowance
• Remote work allowance
• Fun Budget to celebrate events
• Working with an awesome team

What matters to our client:
They share core values, it's what unites them. Their 5H's are kind of like their secret handshake.

Humble. They are aware of their strengths and limits.
Honest. They are open, genuine and collaborative risk-takers.
Happy. They are optimists filled with fun.
Hungry. They are relentless ambitious problem-solvers.
High Performing. They are curious driven enthusiasts.

Legally, they need you to know this:

They are an equal opportunity employer and value diversity. They do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

But it’s important for them you know this:

They strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. They are working hard to increase the diversity of their team wherever they can and they actively encourage everyone to consider becoming a part of it. If you want to be a part of something remarkable then they’re excited to hear from you.