Who are We
Zest is a digital company that seeks to transform the way people experience mobility services. We believe mobility is the trigger to lifestyle services that everybody seeks in their daily lives. As such, we treat every employee as a Zest customer and we expect each employee to approach their job with passion and drive in delivering the best experiences possible to our Zest customers.
We take pride in nurturing employee happiness, encouraging personal development and welcoming teammates from all walks of life. We thrive off challenging the status quo and seek solace in the belief that reinventing mobility in a socially responsible and inclusive manner can lead to better lives for all.
We value diversity at our company. We hope to provide a platform for people to achieve mobility, be it socially or professionally, through our commitment to being an equal opportunity employer.
Who are We Looking For
The Customer Experience Intern is responsible for providing exceptional customer service, and ensuring the fast and effective management of various operations workflows and software issues.
Specific tasks can include providing outstanding customer service to our users via the case management system, e-mail or live chat. In addition, you will be required to identify, investigate and interface with the Zest Engineering team to track and resolve customer issues using Jira. Last but not least, this role will involve the need to collaborate with your team and various departments, to analyse complex processes and come up with creative solutions.
You come to work with a purpose, are curious and take pride in being a customer-driven advocate. You love being part of a team where users count on you every day, and you challenge and support your colleagues to innovate, learn and deliver the best service possible.
What will You Do
Communicate with customers with a strong brand voice and address their enquiries and issues through the CRM solution.
Assist in communication between the Growth team and the Engineering team for technical issues that affect customer experience.
Work closely with and support the Growth team to understand the needs and challenges of our app users, identify and track common issues, questions and feedback from our customers.
Provide meaningful feedback to the Product team to help improve the UX/UI and performance of the app.
Manage the customer-facing knowledge base and helpdesk content.
Assist in gathering and analysing data for monthly and weekly reports.
What will You Bring to Zest
We are looking for a highly organised, responsible, kind, positive and energetic person who will thrive in an unstructured environment.
- Excellent verbal communication and interpersonal skills with high EQ;
- Excellent grammar and writing skills;
- Strong project management and organisational skills (admin and coordination of scheduling work required);
- Ability to work independently in a small team; and
- Ability to problem solve and respond quickly.
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