Global Customer Support Representative

Job Title: Global Customer Support Representative

Type of employment: Permanent - Full time

Location: This is a hybrid role based in Varna, Bulgaria. We are unable to offer visa sponsorship for this position.

About ZigZag Global 

We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pull&Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.

Person’s profile

We are in search of a Global Customer Support Representative who resonates with our Purpose, Vision, and Values and is eager to contribute to a team where these principles are more than words – they guide our actions. Your commitment to fostering positive relationships, whether with colleagues or customers, will help create an environment where everyone feels appreciated and valued.

About the GCS Team

We are looking for a motivated and customer-oriented individual to join our team as a Global Customer Support Representative. The ideal candidate will be responsible for providing outstanding service and support to our customers by resolving customer inquiries, troubleshooting issues, and providing information about our products and services.

Key Responsibilities

1. Customer Interaction
• Handle incoming customer queries via email, chat or support tickets.
• Provide a professional, courteous, and empathetic experience for all our clients.
• Assisting retailers with customer’s return orders or parcel status queries, investigating missing/ delayed parcels and following up with third parties to resolve cases, raising carrier claims as required 
• Dealing with refund claims on external platforms such as Adyen and Braintree
• Fixing failed labels in the platform and escalating to technical team where labels cannot be immediately resolved
2. Issue Identification
• Gather and document detailed information about customer issues for efficient resolution.
• Perform basic troubleshooting steps to identify and resolve common technical problems.
3. Escalation
• Escalate more complex or unresolved issues to Level 2/3 support or other relevant teams with clear documentation.
• Follow up to ensure escalated cases are resolved satisfactorily.
4. Knowledge Sharing
• Maintain accurate records of customer interactions in the ticketing system.
• Contribute to internal resources, such as FAQs and knowledge bases, by documenting recurring issues and solutions.
5. Learning & Development
• Stay updated on product and service knowledge through training and self-learning opportunities.
• Participate in team huddles, knowledge-sharing sessions, and feedback discussions

What you’ll need to be successful

• Previous experience as Customer Service Representative 
• Client-focused solutions experience 
• Able to absorb and apply detailed knowledge of the ZigZag platform 
• Proficient in Microsoft Office suite 
• Excellent time management 
• Ability to manage multiple cases and relationships simultaneously 
• Strong attention to detail 
• Strong communication skills, both in verbal and written form 
• Fluency in English essential 
• Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.
• Strategic Thinker: Apply a "Grown-up Mindset" by approaching tasks with a strategic perspective, making well-informed decisions that contribute to the overall success of the team and the organization.
• Passion for Continuous Improvement: Embody a commitment to continuous improvement, actively seeking opportunities to learn and grow both personally and professionally.

What benefits you’ll receive: 

• Competitive salary
• Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Collaborative working environment
• Healthcare insurance with dental service include
• Food vouchers (160 BGN/month per person)
• Option for a Multisport card at a discounted price
• Option for a Parking card at a discounted price for our office in Varna
• Annual L&D budget
• Employee referral bonus scheme
• Company-sponsored certifications and courses
• Office Equipment Budget

Passionate and Collaborative Minds Wanted:

You’ll join a brilliantly diverse group across Europe. We believe a business is strongest when its teams are both inclusive and diverse. We recognise and aim to challenge everyday biases, remove obstacles to inclusion and ensure all our people can thrive and be themselves.

If you are passionate about making a positive impact, caring for both colleagues and clients, and embracing a collaborative mindset, we invite you to apply. Join us in building a workplace where every contribution matters, and each team member feels a profound sense of belonging and value.

If you are interested, please send your CV in English.

Your application will be reviewed with strict confidentiality. Only the short-listed candidates will be contacted for an interview. Providing your personal data, you explicitly agree that it will be processed for the purpose of recruiting and for the purpose of the possible signing of a labour contract and will be stored and operated by “ZigZag Global” EOOD in their capacity of the personal data controller and personal data processor in accordance with the effective legislation. Please have in mind that with this you give permission for your resume to be shared with other parties of the ZigZag Global Group.