ZigZag Global

Global Customer Support Representative

ZigZag Global

full-time

Posted on:

Location Type: Remote

Location: Bulgaria

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About the role

  • 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.

Requirements

  • Previous experience as Customer Service Representative
  • Client-focused solutions experience
  • Able to absorb and apply detailed knowledge of the ZigZag platform
  • Proficient in Microsoft Office suite
  • Excellent time management
  • Ability to manage multiple cases and relationships simultaneously
  • Strong attention to detail
  • Strong communication skills, both in verbal and written form
  • Fluency in English essential
  • French/Spanish speaking is advantageous
  • Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.
Benefits
  • - 20 days’ annual leave plus public holidays, with additional holiday entitlement awarded for each completed year of service (up to a maximum of six extra days). Plus, to celebrate you, enjoy an extra day off on your birthday.
  • - Collaborative working environment
  • - Paid volunteer day per year to support a cause you care about
  • - Remote or hybrid work options – remote working with possibility to work from our Varna office
  • - Healthcare insurance with dental service included
  • - Food vouchers ( €102.26 month per person)
  • - Option for a Multisport card at a discounted price
  • - Option for a Parking card at a discounted price for our office in Varna
  • - Learning and Development (L&D) budget and allocated time to utilise it
  • - Summer working hours
  • - Mental Health Support
  • - Employee referral bonus scheme
  • - Office Equipment Budget
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetroubleshootingrefund claimsZigZag platformticketing systemMicrosoft Office
Soft Skills
client-focusedtime managementattention to detailcommunication skillsproblem-solvingempathyteam collaboration