Job Description

Shop Zetu

Job Vacancy: Customer Experience Representative

About the position: The Customer Experience Representative is responsible for interacting with Shop Zetu clients and suppliers one-on-one on a daily basis, addressing concerns, making sales, and fielding questions.

They are responsible for monitoring the look and feel of the brand across all our digital customer facing channels, managing customer complaints and ensuring that customers have a delightful shopping experience with Shop Zetu as a brand.

Responsibilities

Customer Service

• Communicating courteously with customers by telephone, email, social media, website chat and face-to-face


• Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by the store associates and E-commerce team. These include: product complaints, refunds, compensations, service problems, product adjustments and others.


• Improving customer service procedures, policies and standards for the organization


• Collecting customer feedback, customer data and complaints from stores, Social platforms, emails, calls, documenting them and reporting them to the customer service manager and responsible departments.

Customer Feedback

• Act as point of contact for the sales team, design team, supply chain, to receive and report customer complaints and feedback.


• Organize, conduct and report on customer feedback activities such as Customer Surveys, Focus groups, Mystery shopping activities etc.

Customer Retention and Database

• Develop, review and improve customer journeys and needs across all levels of the business to improve customer satisfaction.


• Work with the Marketing team to organize and implement marketing promotions to increase customer engagement and retention.


• Develop and maintain customer profiles.


• Generate bi-monthly, monthly and quarterly reports for management.


• Maintain an accurate and up to date client database.


• Collecting new customer contacts and adding them to the customer database on a weekly basis.


• Work with the data analyst to monitor change in customer lifetime trends and buying behavior on a quarterly basis.

Events Management

• Assist in organizing customer events, campaigns and other activities to increase customer engagement and retain loyalty.

Skills and Qualifications

• Outstanding phone and email etiquette.


• Excellent Communication (Written and Verbal) and interpersonal skills


• Excellent customer service skills.


• Enthusiastic, friendly, and energetic with a genuine desire to provide outstanding service.


• Positive attitude and willingness to learn


• Able to thrive in a fast-paced, high-volume work environment


• Strong leadership skills


• Proactive in all responsibilities assigned.


• At least 2-years previous experience in Marketing/Sales/Customer Experience Role.


• Degree in Marketing, Sales/Communication


• Digital Marketing/Social Media usage tools: Facebook, Instagram, Twitter and Pinterest.


• Customer Data Analytics experience is a plus- Microsoft Excel, Power BI.

To apply for this position, send your CV with a cover letter to recruitment@shopzetu.com by December 10, 2021.

The subject of your email should be “Customer Service Rep’’.

Only shortlisted candidates will be contacted. Shop Zetu does not charge for the recruitment process.

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