Live Operations and Customer Service Executive (Part time)
Zeelo
London, United Kingdom
3d ago

Job Description : Part time - Customer Service and Live Operations Executive (Contractor)

Location : London, UK

Salary : Dependent on experience

Part time contractor opportunity

Team Zeelo are looking for Customer Service and Live Operations Agents to join our Operations team. Zeelo has an ever-growing number of services and we pride ourselves on providing a personal and efficient service to our customers each and every day.

This team are integral to ensuring the efficient running of these services and driving excellent service standards by going the extra mile' for our customers.

This is an opportunity to be an integral part of a small team with huge ambition.

This role will be a mix of remote and office based shift working - part time hours

Your role :

  • Oversee driver operations to ensure the smooth running of our services by liaising directly with drivers and coach operators in conjunction with our journey tracking and management tools
  • Provide telephone and live chat support for on-the-day' questions and issues from our customers
  • Identify and resolve any on-the-day' issues regarding drivers, vehicles and service changes.
  • Monitor and answer live chat and social media queries to drive booking conversion and answer questions
  • Support with the development of FAQs and other self-service educational products for our drivers, operators and customers
  • Provide continuous feedback to the operations and product teams regarding how we can improve the process and tools that underpin our service
  • Some data entry and assistance with pulling together reports for the wider team
  • You should be :

  • Personable and patient we're here to provide excellent service to customers and drivers / operators
  • Stickler for detail
  • A strong communicator not only with customers and drivers, but also with the wider team
  • Motivated by helping customers and receiving great customer feedback
  • Able to think on your feet you'll often have to think beyond what's in the manual, taking a pragmatic approach to resolving issues
  • Very comfortable with using technology, online communication tools and social media
  • Flexible - in terms of working hours and way of working
  • Strong command of the English Language
  • We'd really like it if you :

  • Have experience in a customer service and / or live controller talking to customers and drivers via telephone and electronically
  • Have experience working in an operations team, especially if in a transport or logistics company!
  • What you should know about Zeelo :

  • We're on a mission to re-design group transport around the needs of the customer by intelligently using data to generate on demand and direct coach routes
  • We're a small young team of do-ers, finding a balance between thinking big and getting stuff done. Our team culture encourages people to be :
  • Ambitious - anything is possible with a can-do attitude
  • Empowered - make intelligent and informed decisions. Ask for forgiveness, not permission
  • Cheeky - don't accept anything because that's the way it's always been'. Be cheeky and challenge the status quo
  • We're a well-funded startup with transport and technology experience. We've identified a huge opportunity
  • Benefits :

    Flexible working hours

    Competitive rate of pay dependent on experience

    Awesome office space with free food and drink

    Zeelo team socials every couple of weeks

    Commitment to training and development opportunities every quarter - just ask for what you need and we'll do our best to make it happen

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