Customer Service Representative (Retail/Ecommerce) | Hybrid | Dayshift

ZigZag is looking for a  Customer Service Representative to join our team!

The Customer Service Representative is a vital role responsible for managing customer interactions and ensuring exceptional service across multiple channels. This role involves handling customer inquiries, managing tickets, contributing to team training and development, and providing feedback for continuous improvement. 

This position reports directly to the Customer Service Team Lead and plays a crucial role in supporting the overall effectiveness and efficiency of the customer service team. 

The Customer Service Representative is expected to handle daily responsibilities with professionalism, contribute to team goals, and help maintain a high level of customer satisfaction. 

The description below includes the broad ongoing functions related to the role, however does not limit the scope of work which may be asked of the role. The key performance indicators (KPIs) are in bold and indicate the core minimum competencies to be demonstrated within the role. 

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    2 to 4 years of customer service experience, focusing on handling retail/ecommerce

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    A passion for delivering exceptional customer experiences and driving team performance.

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    A positive, proactive attitude with strong interpersonal skills to collaborate with both customers and team members.

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    Advanced problem-solving skills and a focus on identifying opportunities for improvement.

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    A strong work ethic, with a focus on achieving KPIs and team goals.

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    Excellent written and verbal communication skills with attention to detail.

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    The ability to multitask in a fast-paced environment without compromising service quality.

  ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

• The average time taken to respond to customer inquiries across both  channels, which would help us in identifying workflows that require  improvement for better efficiency. 

• Target in Chat: less than 5 mins 

• Target in Email: 24 hours 

• Measures the average duration to fully resolve customer issues from  initial contact to final resolution, which would help us to ensure quick resolution, increase efficiency, and prevent escalations or complaints  in our social channels. 

• Target in Chat: 15 minutes 

• Target in Email: 24 hours 

• Measures the average duration spent managing and resolving  customer inquiries during a chat session, which would help us to  maintain customer satisfaction by providing prompt service via our  live channel. 

• Target in Chat: less than 10 minutes 

• Measures the level of satisfaction customers have with the service  they received from the customer service. This KPI provides insight  into the quality of customer service and areas for improvement. 

• The initial set the target for individual agents at 80%. This target may  be adjusted as more data is collected over time.