Customer Care Supervisor
Vauxhall, London
Zapp are looking for a passionate customer care leader to join our team. You'll lead and support our agents ensuring we deliver a superior customer experience at all times. We are focussed 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, currently dominated by major players, 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.
* Analysing 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.