Customer Care Executive - Remote

13:00 - 22:00 Thursday - Monday

Zeelo is growing fast and we are looking for a Customer Care Executive to join our team. 

Zeelo has an ever-growing number of services and we pride ourselves on providing a personal and efficient service to our customers each and every day.

This team is integral to ensuring the efficient running of these services and driving excellent service standards by ‘going the extra mile’ for our customers. 

We’re looking for an engaging and passionate communicator, someone who values building strong relationships with people and enjoys working in a fast-paced environment.

What you’ll do 

• Be first point of contact for telephone and live chat support for ‘on-the-day’ questions and issues from our customers
• Provide an exceptional customer experience and working collaboratively with other pods to provide feedback in real time on issues highlighted
• Monitor and answer live chat and social media queries to drive booking conversion and answer questions
• Support with the development of FAQs and other self-service educational products for our drivers, operators and customers
• Provide continuous feedback to the operations and product teams regarding how we can improve the process and tools that underpin our service
• Some data entry and assistance with pulling together reports for the wider team
• Take ownership of any enquiries and follow through to resolution
• Resolve Live issues with taxi bookings
• Lost property follow up
• Complaint handling
• Provide peer support
• Promote Trust Pilot on contacts

What makes you a good fit for the role 

• You often deliver above and beyond your objectives and surpass performance expectations and goals consistently
• You put the customer first by making sure what you do will be the right thing and challenge when something doesn’t feel right
• You go that extra mile to make sure you deliver work on time and to a high quality
• You support your colleagues and build relationships based on trust and respect through working as a team
• You own your own development and are open to feedback, recognising the need for continuous learning
• Confidently engage your stakeholders and work on cross Pod relationships
• Self motivated and driven to seek opportunities

Experience within Customer Care

• Have working in an operations / customer service team preferably in a transport or logistics company
• Demonstrate exceptional customer experience skills in a fast paced and changing environment 
• Working with complaints and being able to resolve in a timely manner

Skills

• Strong communication 
• Adaptable to change
• Problem solving in a fast paced environment
• Strong analytical skills to interpret data
• Office based tools including google sheets/docs and slides
• Be proactive to escalate potential issues or challenges 
• Team player
• Complaints management skills
• Awareness of legal and legislative requirements

What you need to know about Zeelo

• Zeelo is a smart bus platform for organisations
• We’re on a mission to build the world’s leading smart mobility platform for organisations, enabling access to safe and sustainable transportation for everyday journeys
• We sell turnkey, managed and software solutions to employers (office-based and shift-based) and schools (private schools and universities)
• We have developed a best-in-class technology platform that connects organisations with riders and operator partners via a route optimization platform, mobile apps and operations management system
• We’re just over 5-years old, backed with over $20M of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover) and Dynamo.VC
• We’re a team of 155+ across 4 offices (London, Barcelona, US and Durban) and are live in 3 markets (UK, US and South Africa)
• We encourage a culture where people work smart, move fast, and work together; where performance is rewarded and all team members feel supported on the ride of a lifetime. Our people demonstrate the following virtues in how we work ‘for the pod’: SMART - FAST - TOGETHER