Customer Experience Executive

About the Role

In this role, you will be responsible for supporting the Customer Service team to help develop our customer-journey. Minimising pain points, answering customer queries and developing processes to reduce the volume of queries we have in the long term. You will be the first point of contact for Zoa clients’ customers, ensuring that all queries and issues are answered and resolved in a timely manner. Success will be measured in customer satisfaction and customer loyalty. 

Key Responsibilities:

• Answering customer queries through email, live chat, WhatsApp/SMS  and social media 

• Understanding Zoa Clients’ T&Cs to provide the correct information to customers

• Investigating and resolving customer issues or complaints quickly

• Issuing rental credit codes and refunds to customers 

• Communicating with customers about their orders, including any delays or changes needed to their order

• Liaising with the warehouse or other fulfilment and dry cleaning partners to resolve customer and stock issues and confirm and organise new stock deliveries

• Speaking with delivery partners to resolve any issues with the delivery of orders

• Following up with customers who haven’t returned their orders on time 

• Fulfilling orders once they have been despatched by the warehouse or other fulfilment partners

• Recording any stock that is ex-hired 

• Recording any stock that is sold 

• Recommending potential solutions or improvements from feedback from customers 

• Preparing product or service reports 

• Sending surveys to customers to collate feedback

• Excellent communication skills

• Team player

• Ability to use initiative to resolve problems

• Experience working in a fast paced environment 

• Outstanding organisation skills

Salary: Based on experience

Location: Remote - UK Wide (Glasgow based would be ideal)