Customer Service Executive

Location: Hybrid (2 days in Send, Woking)
Department: Operations
Reports to: Operations Director
Term: Part Time, FTC

About Zone3

At Zone3, we exist to push the boundaries of performance. Founded 19 years ago, we've grown from our roots in triathlon to become a global brand recognised for our award-winning wetsuits, swimwear, and triathlon apparel.

What drives us is simple: helping people feel confident in the water, wherever their journey takes them. Our products are built on years of innovation, testing, and feedback from athletes and our community, earning recognition from industry experts and loyal customers around the world.

Just as important as what we make is how we work. We're a small, passionate team that values collaboration, creativity, and clarity. Every contribution is recognised, and we're committed to fostering an inclusive environment where diverse talent can thrive.

If you're looking for a place where you can make an impact, grow your skills, and be part of a brand that continues to evolve, we'd love to hear from you.

Role Overview

The CS team are the frontline to our customers and play an integral part in ensuring satisfaction and brand loyalty, two things which are very important to ZONE3. As such, the role involves becoming a product expert, living and breathing the ZONE3 range in order to give the best support and advice.

On a day-to-day basis the team will handle a variety of tasks and responsibilities; helping customers via email, live chat and phone. These range from pre purchase opportunities such as support in sizing and choice, to post purchase queries on deliveries, warranties, and returns.

During busy periods within the season, the role may involve assisting our B2B CS team with orderbook management and smooth delivery of outbound goods.

Key Responsibilities

• Deliver an outstanding, industry leading customer experience to ZONE3 eCommerce customers.
• Respond to customer enquiries in a professional and efficient manner across all contact channels.
• Take accountability for delivering high standards of service in support of team KPIS. Liase with internal stakeholders in pursuit of issue resolution.
• Willing to support other teams in delivering key business objectives.

Skills & Experience

• Experience in a direct-to-consumer customer services role - preferably within the sports goods industry or e-commerce.
• Experience with Gorgias, Loop or similar CS platform.
• Excellent verbal and written communication skills.
• Patience and tenacity.
• Very organised with the ability to prioritise.
• IT literate with Microsoft suites of software.
• Experience of Shopify Plus.

Desirable (Good to Have):

• Knowledge of an ERP System.
• Understanding of the Sports Industry and/or an interest in performance products.

What We Offer

We know a great team thrives when they're supported inside and outside of work. As an employee-owned company, every team member has a stake in our success and a voice in shaping our future.

• Hybrid working and flexible hours - balance your work and life in a way that suits you.
  
• Healthcare cash plan - helping you take care of everyday health costs.
• Regular social events - from team get-togethers to our annual company trip.
• Wellbeing extras - fresh fruit in the office and a cycle-to-work scheme.
• Time to recharge - 23 days holiday, increasing by one day each year after two years' service.

We believe in creating an environment where our people feel valued, supported, and part of something bigger.