At a Glance
- Tasks: Support the Customer Service team and enhance the customer journey.
- Company: Join Zoa, the UK's first white label fashion rental platform.
- Benefits: Remote work, competitive salary, and a chance to shape the future of fashion.
- Other info: Dynamic remote role with opportunities for growth in a fast-paced environment.
- Why this job: Be the voice of customers and drive satisfaction in a booming industry.
- Qualifications: Excellent communication skills and a knack for problem-solving.
The predicted salary is between 25000 - 32000 £ per year.
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
Qualifications
- Excellent communication skills
- Team player
- Ability to use initiative to resolve problems
- Experience working in a fast paced environment
- Outstanding organisation skills
Additional Information
Salary: Based on experience
Location: Remote - UK Wide (Glasgow based would be ideal)
Customer Experience Executive in Newcastle upon Tyne employer: Zoa Rental
At Zoa, we are not just revolutionising the fashion rental industry; we are committed to fostering a vibrant and inclusive work culture that prioritises employee growth and satisfaction. As a Customer Experience Executive, you will thrive in a dynamic remote environment, where your contributions directly impact customer loyalty and satisfaction, all while enjoying the flexibility of working from anywhere in the UK. Join us in shaping a sustainable future for fashion, with ample opportunities for professional development and a supportive team that values your input.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive in Newcastle upon Tyne
✨Tip Number 1
Get to know Zoa and its mission! Research the company’s values and how they align with your own. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, it’s crucial to convey information clearly and effectively. Role-play common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved issues or improved processes. Be ready to share these stories during your interview to demonstrate your initiative.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the extra step to engage with us directly. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Experience Executive in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to be a bit informal and relatable. Remember, we’re looking for someone personable who can connect with our customers.
Tailor Your Application:Make sure to tailor your application specifically for the Customer Experience Executive role. Highlight your relevant experience and skills that align with the job description. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid fluff and focus on what makes you a great fit for the role!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Zoa and what we stand for.
How to prepare for a job interview at Zoa Rental
✨Know the Company Inside Out
Before your interview, make sure you research Zoa thoroughly. Understand their mission, values, and the specifics of their fashion rental platform. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Customer Experience Executive, communication is key. Prepare examples from your past experiences where you successfully resolved customer issues or improved processes. Practise articulating these stories clearly and confidently to demonstrate your skills.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific customer scenarios. Think about potential pain points in the customer journey and prepare solutions. This shows that you can think on your feet and are proactive in improving customer satisfaction.
✨Highlight Your Team Spirit
Zoa is looking for a team player, so be prepared to discuss how you work well with others. Share examples of successful collaborations and how you’ve contributed to a positive team environment. This will help them see you as a great fit for their culture.
