Customer Service Agent | Night Shift | Remote

What the role involves:

• Help customers by phone, live chat and email. Help customers navigate through the site, listen carefully, ask questions and adapt your response to the person and the situation.
• Review notes, including tracking and previous conversations, so customers can pick up where they left off.
• Investigate missed collections, delayed or failed deliveries and customs queries. Contact the courier where needed to get the goods delivered.
• Keep clear, accurate notes in our in house order management system. This should include actions taken, contacts made, advice given and next steps, so colleagues can continue an enquiry without the customer repeating information.
• Handle complaints and difficult conversations calmly and professionally, showing empathy while setting realistic expectations.
• Recognise where complaints, complex cases and situations requiring management involvement; escalate promptly.

What you'll bring:

• Clear spoken and written English, a professional telephone manner and the patience to help someone who is worried or frustrated.
• An eye for detail and the judgement to check the facts before offering a solution.
• Sound judgement, resourcefulness and the confidence to investigate problems independently, while recognising when to seek support or escalate.
• Confidence using multiple systems, using available resources to solve problems, keeping accurate notes and managing competing enquiries without losing track.
• Reliability, punctuality and a willingness to learn from feedback and share information with colleagues.
• Customer service, contact centre or parcel delivery experience would be helpful. You’ll receive training on Interparcel’s services & systems, booking tools and courier procedures, and will be expected to develop and maintain strong knowledge of our services, systems, relevant policies and courier processes.
   

How success is measured:
Performance will be assessed against agreed quality and productivity standards across calls, chats and emails, including the accuracy of your advice, effective case ownership and follow-up, compliance with processes, record keeping, reliability and teamwork.

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.

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