Customer Experience Assistant - London, United Kingdom - Zizzi

Zizzi

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Working pattern:
Sunday and Monday 9am - 5.30pm

Reports to:
Customer Experience Manager

Location:
Home based - may require travel to Head Office, London, NW1 5DH

Purpose of role
Accountabilities

Monitoring of customer feedback and enquiries ensuring they are forward to the relevant team to ensure customer satisfaction.

Responsibilities:

Must be able to accurately understand the nature of the feedback/enquiry and escalate to, and liaise with, the relevant departments for assistance. Examples of this would include but is not limited to Operations Managers, Retail Team, Finance team, Quality and Safety Teams, Marketing Team, and Restaurant Managers.
Must ensure communications with customers are carried out in an accurate and empathic manner within our set timeframes. In most cases you will be the first and last point of contact for customer communications, as such it is essential that you take responsibility from start to finish, prompting internal departments where necessary.
Must ensure that all details regarding the escalation of complaints and further communications from customers and inter departmental communications are logged accurately and updated in our Customer Service Database adhering to GDPR guidelines at all times.
Must be able to respond quickly and efficiently to enquiries, providing accurate answers to questions including food queries around ingredients or allergen enquiries in a selfsufficient manner where possible.
Will be assisting heavily in enquiries relating to the Zizzi loyalty and reward scheme the 'Zillionaire's Club', regarding promotions, terms and conditions, account enquiries and account admin logging visits, points and perks retrospectively. Escalation of technical issues to the Customer Relationship Management team and the App design team where necessary.

Key Requirements

Previous experience with Salesforce Platform desirable but not essential.
Sound knowledge of MS Office suite desirable
The ability to prioritise and multitask is essential.
Will be trained on all our customer service systems including Toggle voucher issuance, Atreemo, Azure Database management and basic Yumpingo reporting.
A confident communicator both verbally and in writing, including managing the expectations of stakeholders.
Very strong planning and organisational skills.
A champion of all the Zizzi Brand Values.
Very strong eye for detail and selfsufficient at preventing errors in processes and data.

Zizzi Values
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Growth - You aim to be better than yesterday. We're on a constant journey to be better, so we seek growth as a team, in our business and in the ways we contribute to the world.
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Individuality - You celebrate the differences. We take pride in what makes us special, and encourage everyone to be the best version of themselves whoever they are.
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Drive - You make it happen. We adapt to the challenges of today, avoiding cutting corners, and motivate everyone to strive for more.
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Togetherness - You want to be part of more. We always have each others backs, embracing the challenges as much as the great times.
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Fun - You enjoy the everyday. As much as we take our goals seriously, we don't take ourselves seriously.

Reward and Benefits