Customer Service Agent | Night Shift | Remote

ZigZag is looking for a Customer Service Agent to join our team!

About our client
Our client is a UK courier broker helping Business & consumer customers send parcels within the UK and overseas. Customers contact us for advice before booking and for help when a shipment does not go to plan and for help navigating the site. When a collection is missed, a delivery is delayed or a customs issue arises, you’ll investigate the problem, liaise with the courier and take responsibility for resolving the issue.

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.
   

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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