About this role
About the Role Customer Support Advocates have a critical role on Zenni’s award-winning Customer Support team. This role supports Zenni’s global customers 24/7/365, through voice, chat, email, SMS and social channels. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. This role represents Zenni’s customer-obsessed culture.
Responsibilities:
Provide an exceptional customer service experience with every interaction via phone, email, chat, SMS, or over social media Work closely with other teams including Technology, Product and Site teams to ensure customer feedback is heard, and provide ideas for improvements Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction Respond to all customer inquiries promptly regarding order updates, product requests, and resolve all issues Demonstrate unparalleled product knowledge and offer exceptional style advice for customers
Basic Qualifications:
You have excellent verbal and written communication skills You have a customer-first mindset with an empathic approach to problem-solving You are adaptable to a changing or rotating schedule depending on the company’s needs You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed You are professional, personable and someone who is willing to adapt to change You have a creative mind to create memorable customer service experiences You go above and beyond to provide outstanding white glove customer service
Preferred Qualifications:
Previous optical experience Experience with Gladly
Perks & Benefits:
Healthcare Generous PTO 13th Month Pay Monthly De Minimis Annual Zenni Gift Card - to use towards our products!