Customer Care Executive

Summary

Join Zepz's Customer Care team and become a vital part of a global, 24/7 operation. You will manage customer queries across various channels (phone, chat, digital cases), verify customer identities, review transactions for suspicious activity, and advise customers on products. The role requires contact center experience, fluency in English, and tech savviness. Zepz offers a comprehensive benefits package including unlimited annual leave, private medical cover, retirement plans, life assurance, and parental leave, along with a remote-first work environment. The company values a diverse and inclusive workforce and encourages applications from all backgrounds.

Requirements

• Bachelor's degree or at least high school education if accompanied by call center/contact center experience
• At least 6 months experience in the contact center handling voice and chat channels
• Flexibility to work onsite and on a shifting schedule
• Fluent in written and spoken English
• Confidence in working towards targets in what can sometimes be a high-pressured environment
• Tech savvy – proficient in Microsoft Office, general IT skills, and data capture experience
• A team player that can adapt to a fast-paced and changing environment
• Highly disciplined, self-motivated, and service delivery-focused. Always willing to go that extra mile
• The ability to communicate with people from across the globe is key as our customer base is exactly that
• The patience of a saint - there are times when customers will be unhappy, unfortunately. You'll be relied on to resolve their issues whilst keeping calm and focused and maintaining a fantastic customer experience
• We're 24/7, 365 so you'll need to be flexible and able to work on a shift rotation basis. There are several shift options with staggered start times available. This will be shared during the recruitment process

Responsibilities

• Manage queries on transactions via phone, chat, and digital case. You’ll be the first point of contact for our customers
• Screen and verify customer’s identification
• Review transactions and identify suspicious activities. Report and escalate suspicious activities to the relevant department
• Research unusual or questionable transactions with the relevant department
• Monitor and release transactions
• Advise customers on the products WorldRemit offers
• May be required to work in one or multiple channels depending on the business need

Benefits

• Unlimited Annual Leave: Feel free to make the most of your time off and maintain a healthy work-life balance!
• Private Medical Cover: ​​You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being
• Retirement: We offer pension schemes to help you plan for and secure your future
• Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected
• 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
• In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!