Offer summary

Qualifications:

Excellent communication skills are essential for effective customer interaction., Experience in a fast-paced environment is required to handle customer queries efficiently., Strong organizational skills are necessary to manage multiple tasks and customer requests., Ability to use initiative to resolve problems and improve processes is crucial..

Key responsibilities:

Serve as the first point of contact for customer queries via various communication channels.

Investigate and resolve customer issues or complaints promptly to ensure satisfaction.

Liaise with fulfillment partners to manage stock issues and order deliveries effectively.

Prepare reports and collect customer feedback to recommend improvements in service.

Job description

Company Description

Change the future of the fashion industry for the better.

Zoa is the UK’s first white label fashion rental platform - built to power leading brands and start-ups alike in the world of rental.

The fashion rental market is about to boom - with a forecast CAGR of 20% for the next 10 years driven by demand for sustainability and affordability. We are looking for a driven, personable and entrepreneurial individual to join us and help shape our future product offering.

Job Description

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