ZigZag Global

Customer Support

• Handle incoming customer queries via email, chat or support tickets.
• Provide a professional, courteous, and empathetic experience for all our clients.
• Assisting retailers with customer’s return orders or parcel status queries, investigating missing/ delayed parcels and following up with third parties to resolve cases, raising carrier claims as required.
• Dealing with refund claims on external platforms such as Adyen and Braintree.
• Fixing failed labels in the platform and escalating to technical team where labels cannot be immediately resolve.
• Gather and document detailed information about customer issues for efficient resolution.
• Perform basic troubleshooting steps to identify and resolve common technical problems.
• Escalate more complex or unresolved issues to Level 2/3 support or other relevant teams with clear documentation.
• Follow up to ensure escalated cases are resolved satisfactorily.
• Maintain accurate records of customer interactions in the ticketing system.
• Contribute to internal resources, such as FAQs and knowledge bases, by documenting recurring issues and solutions.
• Stay updated on product and service knowledge through training and self-learning opportunities.
• Participate in team huddles, knowledge-sharing sessions, and feedback discussions.

Global Customer Support Representative