Customer Experience Specialist



Customer Service
Posted on Friday, June 7, 2024

We are seeking a Customer Experience Specialist to join our growing team. Working within a highly supportive environment, you will act as the face of Zapp to provide a best-in-class experience to every one of our customers.

The 24/7 service we provide necessitates that our team work varying shifts throughout the week. As a result, this is a hybrid role that will involve a blend of on-site and remote working.

Main Responsibilities

  • Be the face of Zapp by demonstrating our commitment to maximal customer satisfaction.
  • Engage with customers via phone, email and chat to resolve issues in an efficient, professional manner.
  • Work effectively under pressure to ambitious SLA targets (20 minutes).
  • Establish strong connections with other departments at Zapp and gain a strong grasp of our operational processes.
  • Work collaboratively with colleagues from our stores, our riders and other stakeholders to iron out problems and ensure we generate a positive and memorable customer experience.

Skills, Experience & Attributes

  • Previous experience in a customer service representative (or similar) role.
  • Proficiency in phone and chat communication.
  • Capable of working well under pressure in a ‘LiveOps’ environment.
  • Committed to delivering customer satisfaction and consistently making decisions in the customer’s best interest.
  • Familiarity with utilising a CRM system.


1) Access to our Benefits & Rewards platform offering you access to discounts at hundreds of retailers across London.

2) Victoria Privelege Card - grants discounts at a variety of stores around our office.

3) 10% uplift in salary paid for night time shifts.

About Zapp

Zapp is London’s leading digital-first, 24/7 luxury convenience retailer. We are relentlessly focused on growing and developing the best-in-class premium convenience proposition for our customers.