Customer Care Executive

Summary

Join Zepz's dynamic Customer Care team as a Bilingual Customer Care Executive! You will provide exceptional support to customers via voice, chat, and email, resolving inquiries and ensuring a seamless experience. This pivotal role requires fluency in French/English or Spanish/English and previous customer support experience. You will troubleshoot issues, act as a solutions architect, and maintain up-to-date knowledge of Zepz products. The position offers a fast-paced environment, opportunities for cross-functional collaboration, and the chance to contribute to continuous improvement. Zepz offers competitive benefits including unlimited annual leave, private medical cover, retirement plans, life assurance, and parental leave, along with a remote-first work environment.

Requirements

• Fluency in both French/English or Spanish/English (written or verbal)
• Previous experience in customer support particularly in a bilingual setting
• Excellent communication skills with the ability to explain complex issues simply
• A passion for helping people and a customer–first mindset
• Strong problem–solving skills, with the ability to think critically and make decisions that benefit both the customer and the company
• Ability to work in a fast–paced environment and handle multiple tasks simultaneously
• Tech-savvy with experience using CRM systems and other customer care tools

Responsibilities

• Provide high-quality customer support in both French/English or Spanish/English across voice, chat and email channels
• Identify, troubleshoot, and resolve customer issues in a professional and empathetic manner
• Act as a solutions architect, making sound decisions to resolve customer problems efficiently
• Ensure each interaction is handled with the highest level of customer care, maintaining Zepz’s commitment to quality service
• Take ownership of customer inquiries and follow through the resolution, ensuring customer satisfaction
• Work cross–functionally with other teams to resolve complex cases and provide feedback for continuous improvement
• Maintain up-to-date knowledge of Zepz products, services, and processes to offer accurate solutions
• Assist in tracking and reporting on customer care trends to drive improvements

Preferred Qualifications

• Experience in a fintech or payments industry is a plus
• Familiarity with customer service best practices

Benefits

• Unlimited Annual Leave
• Private Medical Cover
• Retirement: We offer pension schemes to help you plan for and secure your future
• Life Assurance
• Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible
• We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive