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- Tasks: Lead a team of customer care agents to ensure top-notch service.
- Company: Join Zapp, London's leading premium convenience retail platform, founded in 2020.
- Benefits: Enjoy flexible shifts and the chance to work with top brands.
- Why this job: Be part of a dynamic team focused on customer happiness and innovative solutions.
- Qualifications: Experience in customer service supervision and familiarity with Zendesk required.
- Other info: Shift work includes mornings, nights, and weekends.
The predicted salary is between 36000 - 60000 £ per year.
Zapp are looking for a passionate customer care leader to join our team. You will lead and support our agents ensuring we deliver a superior customer experience at all times. We are focused on going the extra mile for our customers to build a strong customer connection and the highest rates of customer happiness. Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market 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.
Key Responsibilities:
- Take ownership of shifts, aiming for 100% customer retention, delegating tasks to Specialists to deliver efficient and effective results.
- Identify and resolve problems by analysing the root cause, proposing solutions for future interactions.
- Act as the voice of our customers, diligently providing essential feedback to all key stakeholders to further improve the experience we deliver to our customers.
- Conduct regular one-to-ones and coaching/refresher training modules with Specialists to support their development.
- Look after the team’s wellbeing and attendance, being proactive in raising any flags with the senior leadership and People team.
- Analyse the Customer Care processes and systems to optimise the Specialists’ workload, aiming at creating a seamless customer experience and scalable policies.
- Share best practices within the Customer Care team and wider company, to help improve our customer experience.
Requirements:
- Previous experience as a customer service supervisor or similar in a fast-paced and high-output environment.
- Prior experience leading a home and office based customer service team is beneficial.
- Experience using Zendesk.
- Available for shift work (variety of shifts from morning shifts to night shifts and weekends).
- Ability to use multiple systems and multitask in a fast-paced environment.
Customer Care Supervisor employer: Zapp
Contact Detail:
Zapp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Supervisor
✨Tip Number 1
Familiarise yourself with Zapp's customer care philosophy and values. Understanding their commitment to customer happiness will help you align your approach during interviews and discussions.
✨Tip Number 2
Highlight your experience in leading teams in fast-paced environments. Be ready to share specific examples of how you've successfully managed customer service teams and improved customer satisfaction.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've identified root causes of issues in previous roles. This will show your analytical abilities and your proactive approach to enhancing customer experiences.
✨Tip Number 4
Be prepared to discuss your familiarity with tools like Zendesk. If you have experience using similar systems, mention how you adapted to new technologies and optimised workflows for your team.
We think you need these skills to ace Customer Care Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service supervision. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to enhance customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer care and your understanding of Zapp's mission. Mention how your previous experiences align with their goals of delivering superior customer experiences and building strong customer connections.
Showcase Problem-Solving Skills: Provide examples in your application of how you've identified and resolved issues in past roles. Highlight your analytical skills and your ability to propose effective solutions that improve customer interactions.
Highlight Team Leadership Experience: Discuss your experience in conducting training and coaching sessions for team members. Illustrate how you have supported the development of your team and contributed to their wellbeing, as this is crucial for the role at Zapp.
How to prepare for a job interview at Zapp
✨Show Your Passion for Customer Care
Zapp is looking for someone who genuinely cares about customer experience. Be prepared to share examples of how you've gone the extra mile for customers in your previous roles. This will demonstrate your alignment with their mission.
✨Demonstrate Leadership Skills
As a Customer Care Supervisor, you'll be leading a team. Highlight your leadership experiences, especially in coaching and developing team members. Discuss specific strategies you've used to motivate and support your team.
✨Familiarise Yourself with Zendesk
Since experience with Zendesk is a requirement, make sure you understand its functionalities. If you have specific examples of how you've used it to improve customer service, be ready to discuss those during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Think of scenarios where you've identified root causes of issues and implemented effective solutions, as this aligns with the responsibilities of the role.
