ZigZag is looking for a  Customer Service Representative to join our team!

The Customer Service Representative is a vital role responsible for managing customer interactions and ensuring exceptional service across multiple channels. This role involves handling customer inquiries, managing tickets, contributing to team training and development, and providing feedback for continuous improvement. 

This position reports directly to the Customer Service Team Lead and plays a crucial role in supporting the overall effectiveness and efficiency of the customer service team. 

The Customer Service Representative is expected to handle daily responsibilities with professionalism, contribute to team goals, and help maintain a high level of customer satisfaction. 

ROLE AND RESPONSIBILITIES 

The description below includes the broad ongoing functions related to the role, however does not limit the scope of work which may be asked of the role. The key performance indicators (KPIs) are in bold and indicate the core minimum competencies to be demonstrated within the role. 

Core Functions (KPIs) 

• Customer Interaction: Ensure customer interactions are handled professionally, empathetically, and efficiently. Maintain daily ticket targets and handle inbound and outbound inquiries across all platforms, including email, website, and live chat. Ensure prompt and professional responses to customer inquiries, adhering to established SLAs, while meeting the set KPIs. 

• Customer Satisfaction & Escalation: Actively assist and collaborate with team members to ensure overall team success. Help investigate and resolve customer service complaints alongside the Assistant Team Lead and Customer Service Manager. 

• Collaboration and Adherence to Brand Standards: Adhere to brand policies and established internal guidelines to resolve issues effectively. Work closely with the Warehouse Team to ensure smooth operations and resolve customer inquiries. Monitor returns, exchanges, and voids, ensuring authentication and proper handling. Assisting with refunds and credit notes to maximise customer satisfaction and happiness. 

• Meeting the Additional Customer Service Metrics: Below are the additional metrics, but not limited to, due to constant improvement being implemented within the team. Therefore, below targets could change depending on business needs. 

Average Response Time 

• The average time taken to respond to customer inquiries across both  channels, which would help us in identifying workflows that require  improvement for better efficiency. 

• Target in Chat: less than 5 mins 

• Target in Email: 24 hours 

Average Resolution Time 

• Measures the average duration to fully resolve customer issues from  initial contact to final resolution, which would help us to ensure quick resolution, increase efficiency, and prevent escalations or complaints  in our social channels. 

• Target in Chat: 15 minutes 

• Target in Email: 24 hours 

Average Handling Time/Interaction Time in Chat 

• Measures the average duration spent managing and resolving  customer inquiries during a chat session, which would help us to  maintain customer satisfaction by providing prompt service via our  live channel. 

• Target in Chat: less than 10 minutes 

Customer Service Satisfaction Survey 

• Measures the level of satisfaction customers have with the service  they received from the customer service. This KPI provides insight  into the quality of customer service and areas for improvement. 

• The initial set the target for individual agents at 80%. This target may  be adjusted as more data is collected over time. 

Ongoing Responsibilities 

• Team Assistance and Support: Provide assistance to the other team members by ensuring to address any questions that they may have related to our internal processes and how to handle ticket enquiries. 

• Ad-hoc Duties: Perform tasks incidental or supplementary to core functions as requested by management. Demonstrate responsibility and commitment by completing assigned tasks accurately and on time. 

• Feedback & Improvement: Provide feedback and insights to the Customer Service Team Lead and Operations Manager. Offer recommendations for enhancing the customer experience and service processes. 

Who You Are:

• 2 to 4 years of customer service experience, focusing on handling retail/ecommerce

• A passion for delivering exceptional customer experiences and driving team performance.

• A positive, proactive attitude with strong interpersonal skills to collaborate with both customers and team members.

• Advanced problem-solving skills and a focus on identifying opportunities for improvement.

• A strong work ethic, with a focus on achieving KPIs and team goals.

• Excellent written and verbal communication skills with attention to detail.

• The ability to multitask in a fast-paced environment without compromising service quality.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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