escalation Agent (e-commerce / day shift)ZigZag Careers

About the Client
Client is an ASX listed online marketplace that focuses on providing "everything for your home" (furniture, homewares, garden, appliances and more). We connect our customers with millions of products sold by Australia's leading retailers.
As one of Australia's fastest growing e-Commerce companies, we are seeking an experienced Customer Service Agent who will be responsible for resolving escalated tickets.
About the role
You will mediate issues and escalations between customers and sellers via our ticketing system (Zendesk), conduct phone calls when necessary, and constantly seek ways to improve our processes. This can be a significant amount of work, so make sure you are up for a high-volume daily workload. We will support you along the way!
(Note: You will be required to work from home, equipment will be provided. However, when restrictions are eased, you may need to return to the office. Working hours are 7:00am - 4:00pm, Monday to Friday)
Your core responsibilities will include:
Responding to customer emails and disputes via ticketing software (Zendesk) as thoroughly and efficiently as possible.
As a neutral facilitator you will mediate and guide stakeholders to possible solutions to the dispute.
Communicating with customers and sellers via outbound phone calls.
Assisting customers with their account and website enquiries.
Troubleshooting and reporting new or possible technical issues.
Liaising with internal departments, account managers and our tech team.
Processing refunds and credit notes.
Completing quality assurance checks on seller customer service.
Ideal candidate
We love our customers and sellers, and recognise that providing them an awesome experience is critical to our success. We are looking for someone that is:
Confident and empathetic to customer and seller concerns.
Self-motivated and driven to improve the customer experience.
Able to remain calm and firmly deal with escalated complaints via phone and email.
Resourceful when encountered with uncertain situations.
Able to pick up new technology quickly.
Able to learn new processes and policies, then apply that knowledge to different scenarios.
Able to problem solve from the information provided.
Able to proactively identify issues and address them.
To be successful, you must have:
Exceptional English communication skills (grammar, spelling and sentence structure).
Attention to detail.
Excel or Google Sheets skills.
Experience in a similar Marketplace role (Lazada/Shoppee/Ebay/Amazon) is beneficial.
Experience in a customer service or call centre roll is beneficial.
Zendesk (or similar help desk software) experience required.
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ZigZag Careers

Philippines
Permanent
Full-time