Customer Service Specialist (Hybrid) at Zola

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Banking, FinanceIndustries

Requirements

Customer-centric with a strong team player mindset and collaborative approach
Ability to identify opportunities to improve service and make decisions for exceptional customer experience
Capability to deliver first-call resolution by working with other areas and taking ownership of interactions
Availability to work 5 days out of 7, 37.5 hours per week, with 7.5-hour shifts between 8 am and 8 pm Monday-Friday, one weekend day per month (9 am–5:30 pm), and some bank holidays (with time off in lieu)
Ability to work hybrid: in Manchester office Monday-Wednesday
Excellent communication skills and ability to work as part of a team
Ability to maintain high levels of accuracy
Adaptable with ability to meet changing priorities and customer demand
Highly motivated, committed, goal-oriented, and able to meet company goals
Proactive with initiative to create frictionless customer journeys
Ability to take ownership of each customer interaction for the best end-to-end experience and outcome
Expert in digital communications, embracing and assisting customers digitally via their devices, online banking, and mobile app
Provide exceptional customer service across telephony, chat, and email in a fast-paced contact centre

Responsibilities

Answer high volume of calls and interact with customers over live chat and email
Deal with day-to-day banking needs across products/services, handle complex queries, and provide first-call resolution
Accurately investigate customer queries, raise with relevant parties, and escalate where needed
Ensure service and customer demand met to high standard within SLA turnaround times
Participate in initiatives to improve customer service, processes, and procedures
Liaise closely with other teams to advocate on behalf of customers
Listen to customers' personal circumstances to understand requirements and provide personalised solutions for good outcomes

Skills

Key technologies and capabilities for this role

Customer ServiceCall HandlingFirst-Call ResolutionTeam CollaborationCustomer Experience

Questions & Answers

Common questions about this position

What is the work schedule for this Customer Service Specialist role?

You will work 5 days out of 7, totaling 37.5 hours per week with 7.5-hour shifts between 8 am and 8 pm Monday to Friday, one weekend a month from 9 am to 5:30 pm, and some bank holidays with time off in lieu.

Is this a remote or hybrid position?

This is a hybrid role where the team works in the office Monday to Wednesday.

What skills are required for the Customer Service Specialist role?

You need to be customer-centric, a strong team player with excellent communication skills, able to deliver first-call resolution, and capable of working across telephony, chat, and email in a fast-paced environment.

What is the company culture like at Zopa?

Zopa emphasizes putting people front and center, embracing unconventional challenges, thinking differently, and making an outsized impact; they've been named in the top three UK’s Most Loved Workplaces.

What makes a strong candidate for this role?

Strong candidates are customer-centric team players with excellent communication skills, who can handle high-volume interactions across channels, deliver first-call resolutions, and identify service improvements in a fast-paced environment.

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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