Customer Care Specialist

Job Title

Customer Care Specialist – Vauxhall

Zapp are seeking a Customer Care Specialist to join our growing team. Working within a highly supportive environment, you will act as the face of Zapp to provide a best‑in‑class experience to every one of our customers.

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi‑trillion dollar convenience retail market, currently dominated by major players, by developing best‑in‑class customer‑centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand‑picked products 24/7, delivered in minutes.

• Be the face of Zapp by demonstrating our commitment to maximal customer satisfaction.
• Engage with customers via phone, email and chat to resolve issues in an efficient, professional manner.
• Work effectively under pressure to ambitious SLA targets (20 minutes).
• Establish strong connections with other departments at Zapp and gain a strong grasp of our operational processes.
• Work collaboratively with colleagues from our stores, our riders and other stakeholders to iron out problems and ensure we generate a positive and memorable customer experience.

• Previous experience in a customer service representative (or similar) role.
• Proficiency in phone and chat communication.
• Capable of working well under pressure in a ‘Live Ops’ environment.
• Committed to delivering customer satisfaction and consistently making decisions in the customer’s best interest.
• Familiarity with utilising a CRM system.

• Access to our Benefits & Rewards platform offering you discounts at hundreds of retailers across London.
• 10% uplift in salary paid for night time shifts.