Job Description
D2C Customer Services Executive - 6 Month P/T Contract
We are a British, high-quality sports apparel brand with roots in triathlon and open water swimming. Our products cover swim, bike and run disciplines and are designed to support athletes of all abilities. We pride ourselves on providing high-quality products and great value with excellent service and guidance to our fans, helping athletes achieve their sporting goals.
We are looking for a dedicated Customer Service Executive to join our growing DTC Customer Services team, responsible for delivering a first-class experience to ZONE3 customers. The CS team is the frontline for customers and plays an integral role in ensuring satisfaction and brand loyalty. You will become a product expert and provide best-in-class support and advice across the ZONE3 range.
On a day-to-day basis you will help customers via email, live chat and phone, covering pre-purchase support (e.g., sizing and product choice) and post-purchase queries (deliveries, warranties and returns). During busy periods you may assist our B2B CS team with orderbook management and outbound deliveries.
Key Responsibilities
* Deliver an outstanding, industry-leading customer experience to ZONE3 eCommerce customers.
* Respond to customer enquiries professionally and efficiently across all contact channels.
* Take accountability for delivering high standards of service in support of team KPIs.
* Liase with internal stakeholders to resolve issues.
* Support other teams to deliver key business objectives when required.
Key Skills
* Experience in a direct-to-consumer customer services role – preferably within the sports goods industry or ecommerce.
* Experience with Gorgias, Loop or similar CS platform.
* Excellent verbal and written communication skills.
* Patience and tenacity; very organised with the ability to prioritise.
* IT literate with Microsoft Office; experience of Shopify Plus and knowledge of an ERP system.
* Understanding of the sports industry and/or an interest in performance products.
Personal Profile
We are looking for someone who can make a real difference in a pivotal role. We are a dynamic team with a proactive, positive attitude and a bit of fun along the way. Are you the right fit?
* Used to rolling up sleeves and getting things done at pace, not always relying on third-party developers.
* Proactive and quick to find solutions.
* Comfortable working independently and autonomously.
* Positive and proactive approach to work; a team player with an interest in sports/active lifestyle.
Employment Type
* Contract
* Seniority level: Entry level
* Industries: Sporting Goods Manufacturing
For a full list of employee benefits, please visit www.ZONE3.com/pages/careers
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