Change the future of the fashion industry for the better.
Zoa is the UK’s first white label fashion rental platform – built to power leading brands and start-ups alike in the world of rental.
The fashion rental market is about to boom – with a forecast CAGR of 20% for the next 10 years driven by demand for sustainability and affordability. We are looking for a driven, personable and entrepreneurial individual to join us and help shape our future product offering.
Job Description
About the Role
In this role, you will be responsible for supporting the Customer Service team to help develop our customer‑journey. Minimising pain points, answering customer queries and developing processes to reduce the volume of queries we have in the long term. You will be the first point of contact for Zoa clients’ customers, ensuring that all queries and issues are answered and resolved in a timely manner. Success will be measured in customer satisfaction and customer loyalty.
Key Responsibilities:
- Answer customer queries via email, live chat, WhatsApp/SMS and social media.
- Understand Zoa Clients’ terms and conditions to provide correct information to customers.
- Investigate and resolve customer issues or complaints quickly.
- Issue rental credit codes and refunds to customers.
- Communicate with customers about their orders, including any delays or changes needed.
- Liaise with the warehouse or other fulfilment and dry‑cleaning partners to resolve customer and stock issues and confirm and organise new stock deliveries.
- Speak with delivery partners to resolve any issues with the delivery of orders.
- Follow up with customers who haven’t returned their orders on time.
- Fulfil orders once they have been dispatched by the warehouse or other fulfilment partners.
- Record any stock that is ex‑hired.
- Record any stock that is sold.
- Recommend potential solutions or improvements based on customer feedback.
- Prepare product or service reports.
- Send surveys to customers to collate feedback.
Qualifications
- Team player.
- Ability to use initiative to resolve problems.
- Experience working in a fast‑paced environment.
Additional Information
Salary: Based on experience
Location: Remote – UK Wide (Glasgow based would be ideal)
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