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Form of work
SalaryAs the Customer Service Team Lead, you will report to the Director of Customer Experience. You will be responsible for being the day to day point of contact for any Customer Service enquiries needing escalation and will guide the Customer Service Team to meet performance targets.
A typical day in this role will include answering multifaceted Customer Service queries, monitoring KPIs and working with cross functional teams to improve the Zero Co Customer Service operations.
Roles and responsibilities:
- Provide exceptional Customer Service across our range of customer touch points, including but limited to, emails, phones, live chat, social media
- Resolve all Customer Service inquiries in a timely manner, in line with department KPIs
- Work with wider Customer Service team to set daily goals and priortisation of customer queries
- Act as point of escalation for Customer Service queries
- Act as point of escalation for cross departmental issues
- Monitor Zero Co’s wholesale enquiries and customer queries
- Monitor product reviews platform
- Work with relevant departments to monitor on time fulfillment
- Support Head of Digital in executing digital Customer Service strategy
- Work with Head of Digital on preparing weekly, monthly reporting
- Work with head of Digital in managing the competence development of the team
Required skills:
- Highly developed communication and organisational skills
- Passionate about understanding sustainability, Customer Service, and how you & your team support in creating a positive experience for our customers
- Energetic leadership style
- Strong problem solving skills
Required experience:
- Minimum 1 year managing a team in a senior agent or supervisor role
- Experience in a similar Digital Customer Service role or ecommerce executive role
Preferred experience:
- Experience in Ecommerce systems Gorgias, Shopify, Recharge or working with 3PLs preferred but not required
- Experience working in hybrid teams preferred
- Experience working with international Customer Service Teams preferred
