Informacje o stanowisku

Junior ZEN Care Specialist (Poland/remote)

Are you looking for an opportunity to work in rapidly growing startup that does meaningful work?
Or maybe you’re tired of the mundane cubicle jobs and want to join a friendly, passionate team with limitless potential?
If so, we may be the business for you! We are ZEN Team and we provide thorough, fast, and high-quality support for our clients.

Our goal is to make banking simple, like it should be.

In ZEN we have a solution for business to save our clients time, secure their transactions and give instant access to money anytime, anywhere.

Zero effort is our motto – come find out why.

Join ZEN as:

Junior ZEN Care Specialist

Location: Poland (remote)

The Junior ZEN Shopping Care Specialist provides compassionate and effective support to customers, ensuring a positive experience during the claims resolution process. This role involves accurately analyzing reports and collaborating with internal teams to empower customers, uphold ZENs values, and enhance service delivery, while also safeguarding customer funds and addressing their evolving needs.

Your responsibilities at ZEN:

• Work closely with customers to understand and effectively resolve their issues, ensuring a positive experience.
• Provide compassionate support to customers as they navigate the claim resolution process, ensuring they feel informed and empowered.
• Accurately verify and analyze customer reports, identifying patterns and proposing optimal solutions tailored to each situation.
• Collaborate with internal teams to address customer issues promptly, fostering a cohesive approach to problem-solving.
• Demonstrate composure, resilience, and flexibility in responding to evolving customer needs and fluctuating case volumes.
• Consistently represent ZEN’s values and commitment to customer care in all online interactions.
• Ensure the security of customer funds by adhering to protocols and promptly addressing any concerns related to unauthorized transactions.
• Collect and meticulously verify evidence for claims filed by customers, ensuring thorough documentation and accurate reporting.
• Educate customers about the claims process, policies, and best practices to enhance their understanding and satisfaction.
• Meet and strive to exceed Key Performance Indicators (KPIs) set by management, contributing to the overall success of the team.
• Monitor customer accounts for suspicious activity and assist in resolving any security issues proactively.
• Facilitate communication with merchants on behalf of customers to resolve transaction-related inquiries effectively.
• Gather customer feedback and insights to identify areas for improvement in service delivery and processes.
• Engage in ongoing training and development opportunities to enhance skills and knowledge related to customer care and product offerings.

We are looking for people who have:

• Proven experience in customer service, particularly in a claims resolution or support environment.
• Strong ability to build rapport and engage with customers empathetically, ensuring a positive customer experience.
• Ability to analyze customer requests, identify patterns, and propose effective, tailored solutions.
• Excellent critical thinking skills to address a range of complex customer issues and concerns.
• Experience working collaboratively with cross-functional teams (e.g., security, operations, merchants) to resolve customer issues in a timely manner.
• Strong communication skills to foster effective internal and external cooperation.
• Skilled in written communication, ensuring clarity and professionalism in all customer interactions (emails, live chat, etc.).
• Strong proficiency in English and Polish (B2-C1 level)
• High attention to detail
• Ability to work quickly under pressure
• Strong organizational skills, with the ability to meticulously document customer cases and evidence, ensuring accurate and detailed records are maintained.
• The chance to be a part of rapidly growing startup and next success story.
• A knowledgeable, high-achieving, experienced and fun team.
• All the gear you need to be successful.
• Learn how to maintain work/life balance.

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