Customer Care Team Specialist (Hybrid) at Zola

London, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, FinanceIndustries

Requirements

Previous experience working in a customer-focused environment, ideally with telephone/call centre duties in a customer service or collections role
Ability to deal calmly with conflict and handle the challenges of difficult conversations
Ability to communicate complex issues in a concise and straightforward manner
Commitment to and pride in delivering high-quality service
Familiarity with FCA regulations, GDPR, and FG21.1 regulation
Excellent oral and written communication skills, able to draft well-structured, clear responses across digital platforms
Confidence using Microsoft Office applications such as Outlook, Excel, and Word
Excellent team player who can also work independently and adapt well to change
Compassionate, grounded, logical, and objective; able to follow through on difficult decisions
Self-motivated and able to manage own workload
Availability to work shifts from Monday to Friday (08:00–16:30, 09:00–17:30, 10:00–18:30, 11:30–20:00)
Ability to work hybrid, with one day a week in the office

Responsibilities

Building and maintaining one-to-one (121) relationships with customers
Completing customer reviews via preferred communication channels such as email, live chat, and outbound dialing
Receiving inbound calls from customers and internal teams regarding queries, complex cases, and setting up bespoke arrangements
Responding to customer and third-party emails within a 3-day SLA
Reaching reasonable conclusions based on evidence provided and proposing suitable customer outcomes
Handling administrative work related to correspondence from third parties such as debt management companies, insolvency practitioners, and Phillips & Cohen
Completing and reviewing income and expenditure forms with the aim of agreeing realistic payment plans based on borrower affordability
Signposting customers experiencing financial difficulties to not-for-profit debt agencies
Signposting vulnerable customers to non-profit charities such as Samaritans

Skills

Customer Service

Vulnerable Customer Support

Case Management

Difficult Conversations

Operations

Workload Management

Zola

Online wedding planning and registry platform

About Zola

Zola.com is an online platform designed for couples planning their weddings. It offers a variety of services including customizable wedding invitations, venue and vendor recommendations, and a gift registry that allows couples to manage gifts, experiences, and cash funds all in one place. The platform simplifies the wedding planning process by providing tools for managing guest lists, tracking RSVPs, and meal selections. Zola stands out from competitors by allowing couples to exchange gifts for credit before they are shipped, enhancing the gift-giving experience. The company generates revenue through commissions from vendors and venues booked through its platform, as well as from the sale of wedding-related products. Zola's goal is to provide a seamless and user-friendly experience for engaged couples, making wedding planning easier and more organized.

New York City, New YorkHeadquarters

2013Year Founded

$164.6MTotal Funding

SERIES_DCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Hybrid Work Options

Flexible Work Hours

Risks

Emerging platforms offering similar services at lower costs threaten Zola's market share.

Economic downturns may reduce spending on weddings, impacting Zola's revenue.

Expansion into baby registries may dilute Zola's brand focus on weddings.

Differentiation

Zola offers a unique AI tool to balance wedding planning decisions.

Zola's comprehensive platform includes customizable invitations and vendor recommendations.

Zola's guest list management tool streamlines RSVP tracking and meal selections.

Upsides

Zola's AI tool aligns with the trend of integrating AI in wedding planning.

The rise of micro-weddings creates demand for Zola's tailored services.

Zola's digital marketing can leverage increased social media use for wedding planning.

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