We are a British, high-quality sports apparel brand with well-established roots in the world of 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 - however they choose to define them. We're delighted to say that thanks to this ethos, our products are stocked today in over 30 countries worldwide.
Loved by our community and with strong backing by our loyal customers, industry experts and athletes, we have enjoyed fantastic product success; 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 at 4 star or higher.
We pride ourselves in our team; this is our point of difference - we aspire to grow our staff as our business grows and work hard to achieve a positive work culture in which the entire team are recognised for their contributions and have clarity in their role and objectives. We also want a rich, diverse talent within our team; regardless of who you are and your background, if you believe you have the skills and could be the right fit for us, then we are interested in you.
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 are the frontline to our customers and play an integral part in ensuring satisfaction and brand loyalty, two things which are very important to ZONE3. As such, the role involves becoming a product expert, living and breathing the ZONE3 range in order to give 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 range from pre purchase opportunities such as support in sizing and choice, to post purchase queries on deliveries, warranties and returns.
During busy periods within the season, the role may involve assisting our B2B CS team with orderbook management and smooth delivery of outbound goods.
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:
Essential
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 suites of software.
Experience of Shopify Plus.
Desirable
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 join us who can make a real difference in a pivotal role. We are a dynamic team with a proactive, positive attitude to getting things done and having some fun along the way.
Are you the following person?
* Used to rolling sleeves up and getting stuck in to make things happen at pace and not always relying on third party developers or other members of the ZONE3 team.
* Being proactive and quick to find solutions.
* Comfortable with working independently and autonomously
* Positive and proactive approach to work
* Team player
* Strong Communicator
* An interest in sports/ active sports person.
For a full list of employee benefits – please visit