客户体验执行官
Customer Experience Executive
职位描述
在这个职位中，你将负责支持客户服务团队，帮助我们完善客户旅程。减少痛点，解答客户疑问，并制定流程以长期降低查询量。你将是Zoa客户客户的首要联系人，确保所有查询和问题都能及时得到解答和解决。成功将通过客户满意度和客户忠诚度来衡量。
主要职责：
- 通过电子邮件、在线聊天、WhatsApp/SMS和社交媒体解答客户疑问
- 理解Zoa客户的条款和条件，向客户提供正确信息
- 快速调查并解决客户的问题或投诉
- 向客户发放租赁信用代码和退款
- 与客户沟通他们的订单，包括任何延迟或需要更改的订单
- 与仓库或其他履行和干洗合作伙伴联系，解决客户和库存问题，并确认和安排新的库存配送
- 与配送合作伙伴沟通，解决订单配送中的任何问题
- 跟进未按时归还订单的客户
- 在仓库或其他履行合作伙伴发出订单后完成订单
- 记录任何已租出的库存
- 记录任何已售出的库存
- 根据客户反馈推荐潜在的解决方案或改进措施
- 准备产品或服务报告
- 向客户发送调查问卷以收集反馈
- 优秀的沟通能力
- 团队合作精神
- 能够主动解决问题
- 有在快节奏环境中工作的经验
- 卓越的组织能力
薪资：根据经验而定
地点：远程办公 - 英国全境（格拉斯哥本地为佳）
改变时尚行业的未来，使其变得更好。
Zoa是英国首个白标时尚租赁平台，旨在为全球领先的品牌和初创公司提供支持。
时尚租赁市场即将迎来爆发，预计未来十年将以20%的复合年增长率增长，这由对可持续性和可负担性的需求所驱动。我们正在寻找一位积极进取、善于交际且具有创业精神的人加入我们，共同塑造我们的未来产品。
最初发布于Himalayas
查看英文原文
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)
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.
Originally posted on Himalayas