Overview
D2C Customer Services Executive - 6 Month P/T Contract
We are a British, high-quality sports apparel brand with well-established roots in triathlon and open water swimming. Our apparel and accessory collection covers all three of our chosen sport’s disciplines – swim/bike/run – and we aim to produce premium products that demonstrate our love for the sport. We’re passionate about providing high-quality products and great value to our fans supported with excellent service and guidance, enabling athletes of all abilities to achieve their sporting goals. Thanks to this ethos, our products are stocked today in over 30 countries worldwide.
ZONE3 has won multiple awards from trade and consumer press year after year, with our brand also being the highest rated across our retailer partner websites — over 90% of reviews are 4 stars or higher. We pride ourselves on a positive work culture where the entire team is recognised and has clarity in their role and objectives. We value diversity and welcome applicants with a wide range of backgrounds who have the skills to fit our needs.
Job Description:
We are looking for a dedicated Customer Service Executive to join our growing DTC Customer Services team, responsible for providing a first-class experience to ZONE3 customers. The CS team is the frontline to our customers and plays an integral part in ensuring satisfaction and brand loyalty. The role involves becoming a product expert and supporting customers with guidance on the ZONE3 range to deliver the best support and advice.
On a day-to-day basis the team will handle a variety of tasks and responsibilities, helping customers via email, live chat and phone. These include pre-purchase support in sizing and product choice, as well as post-purchase queries on deliveries, warranties and returns. During busy periods, the role may involve assisting our B2B CS team with orderbook management and outbound delivery coordination.
KEY RESPONSIBILITIES:
* Deliver an outstanding, industry-leading customer experience to ZONE3 eCommerce customers.
* Respond to customer enquiries in a professional and efficient manner across all contact channels.
* Take accountability for delivering high standards of service in support of team KPIs.
* Liase with internal stakeholders in pursuit of issue resolution.
* Willing to support other teams in delivering key business objectives.
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 platforms.
* Excellent verbal and written communication skills.
* Patience and tenacity.
* Very organised with the ability to prioritise.
* IT literate with Microsoft suites of software.
* Experience of Shopify Plus.
* 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 and who can contribute in a dynamic, proactive environment.
* Used to rolling sleeves up and getting things done at pace, not always relying on third-party developers or other team members.
* Proactive and quick to find solutions.
* Comfortable with working independently and autonomously.
* Positive and proactive approach to work; team player.
* An interest in sports/active lifestyle.
For a full list of employee benefits – please visit www.ZONE3.com/pages/careers
Seniority level
* Entry level
Employment type
* Contract
Industries
* Sporting Goods Manufacturing
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