<p dir="ltr">We are seeking a Customer Care Specialist to join our growing team. Working within a highly supportive environment, you will act as the face of Zapp to provide a best-in-class experience to every one of our customers.<br></p><p dir="ltr"><strong>About Zapp</strong></p><p dir="ltr">Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.</p><p dir="ltr"><strong>Main Responsibilities</strong></p><ul><li>Be the face of Zapp by demonstrating our commitment to maximal customer satisfaction.</li><li>Engage with customers via phone, email and chat to resolve issues in an efficient, professional manner.</li><li>Work effectively under pressure to ambitious SLA targets (20 minutes).</li><li>Establish strong connections with other departments at Zapp and gain a strong grasp of our operational processes.</li><li>Work collaboratively with colleagues from our stores, our riders and other stakeholders to iron out problems and ensure we generate a positive and memorable customer experience.</li></ul><p dir="ltr"><strong>Skills, Experience & Attributes</strong></p><ul><li>Previous experience in a customer service representative (or similar) role.</li><li>Proficiency in phone and chat communication.</li><li>Capable of working well under pressure in a ‘LiveOps’ environment.</li><li>Committed to delivering customer satisfaction and consistently making decisions in the customer’s best interest.</li><li>Familiarity with utilising a CRM system.</li></ul><p dir="ltr"><strong>Benefits</strong></p><p dir="ltr">1) Access to our Benefits & Rewards platform offering you access to discounts at hundreds of retailers across London.<br></p><p dir="ltr">2) 10% uplift in salary paid for night time shifts.<br></p> •
Last updated on Feb 11, 2025