Customer Service Representative (Zero-Hours Contract)

Splend; City Of London; On-site; GBP 12,000 - 18,000; Part time

Job summary

Splend in London is seeking a Customer Service Representative to be the first point of contact for our customers in the UK and Australia. This phone-based role is based at our London office and offers a zero-hours contract with shifts from 7am to 9pm, including weekends and bank holidays.

You will resolve queries, log interactions in Zoho CRM, and support our customer-facing teams across both markets while maintaining high service standards in a fast-paced environment.

Qualifications

• Minimum 1+ years' experience in a customer service position.
• Excellent verbal and written communication.
• Able to learn new systems quickly.
• Zoho CRM experience preferred.

Responsibilities

• Handle customer interactions via phone and CRM.
• Update CRM with interactions after each contact.
• Proactively manage service times and follow up before due dates.
• Build and maintain positive customer relationships and meet targets.
• Work weekends and bank holidays as required.
• Collaborate with other departments to resolve issues.

Skills

Customer service

Problem solving

Communication

Tech-savvy

Positive attitude

Time management

Team player

Tools

Zoho CRM

Job description

About Us

At Splend,we'reon a mission to fundamentally change the way people own andoperatea vehicle. With a strategic focus on rideshare, we provide our customers with straightforward, no-strings-attached access to vehicle ownership. But wearen'tjust about vehicleownership.We'realso fast-tracking the transition to green mobility, leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

About the role

As our Customer Service Representative, you will act as the first point of contact between Splend and our current and potential customers in Australia and the United Kingdom. This is a phone-based role, located at our London office, in which you will be responsible for supporting our customer facing teams and hubs across Australia and the United Kingdom by resolving queries and enquiries in a timely and accurate manner.

This is a zero-hours contract role with shifts available between 7am and 9pm (Monday - Friday) & Weekends (Saturday - Sunday), offering flexibility to suit a range of schedules. It's an exciting time to be joining us and would suit someone who thrives in a fast-paced customer service environment

What you’ll be doing

• Working to manage customer interaction queries, issues, questions and complaints.
• Ensuring all interactions are managed in our CRM system and ensuring all communications are noted and updated after each interaction.
• Contacting customers proactively and reactively to help manage their vehicle servicing times prior to due date.
• Building sustainable relationships and engaging customers by going the extra mile.
• Working to meet personal and team qualitative and quantitative targets.
• Follow all compliance measures and provide accurate response both verbally and written.
• Keep accurate record keeping in CRM (Zoho)
• Collaborate with relevant departments to provide a positive solution to the customer.
• Be a team player and add value to the Splend, daily.
• Comfortable to work a zero hours contract.
• Must be able to work weekends and bank holidays as required.

What you’ll bring

• Minimum1+years' experiencein a customer service position
• Be a natural problem solver
• Have superb communication skills both written and verbal
• Be tech savvy and quick pick-up new systems with ease
• Present a cheerful, positive manner and show a willingness to help our customers
• Strong customer service focus and commitment to excellence
• Effective time management and organisation skills
• Experience using Zoho (preferable)

Diversity & inclusion

At Splend, we value diversity and inclusion and consider it key to our success. We're dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.