Offer summary

Qualifications:

Minimum 1 year experience in customer support for e-commerce or retail accounts, both local and international., Strong voice customer service skills with experience in phone and email support., Excellent verbal and written communication abilities., Reliable with a track record of staying in roles for at least a year..

Key responsibilities:

Provide exceptional customer service through various channels including phone, chat, email, SMS, and social media.

Collaborate with technology, product, and site teams to relay customer feedback and suggest improvements.

Ensure a high-quality, consistent customer experience with a customer-first approach.

Respond promptly to customer inquiries regarding orders, products, and resolve issues.

Job description

Customer Support Advocates have a critical role on Zenni’s award-winning Customer Support team. This role supports Zenni’s global customers 24/7/365, through voice, chat, email, SMS and social channels. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. This role represents Zenni’s customer-obsessed culture.

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

Provide an exceptional customer service experience with every interaction via phone, email, chat, SMS, or over social media
Work closely with other teams including Technology, Product and Site teams to ensure customer feedback is heard, and provide ideas for improvements
Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction
Respond to all customer inquiries in a timely manner regarding order updates, product requests, and resolve all issues
Demonstrate unparalleled product knowledge and offer exceptional style advice for customers

You must have 1 year prior experience handling E-COMMERCE or RETAIL accounts as a CSR (local or international)
You must have strong experience in voice Customer Service Support, with voice as the primary channel handled. Experience in email support is also required.
You must have a track record of staying in roles for at least a year, reflecting reliability and long-term commitment.
You have excellent verbal and written communication skills
You have a customer-first mindset with an empathic approach to problem-solving
You are adaptable to a changing or rotating schedule depending on the company’s needs
You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed
You are professional, personable and someone who is willing to adapt to change
You have a creative mind to create memorable customer service experiences
You go above and beyond to provide outstanding white glove customer service