Overview
Global Customer Support Representative Jobs in Bulgaria at ZigZag Global
Title: Global Customer Support Representative
Company: ZigZag Global
Location: Bulgaria
Department: Support
Location: Bulgaria
Description
Job Title: Global Customer Support Representative
Type of Employment: Permanent – Full-Time
Location: This is a remote/hybrid role based in Bulgaria. Please note that you must already live in Bulgaria and have the legal right to work here, as we’re unable to offer visa sponsorship.
THE WORLD’S MOST CONNECTED POST-PURCHASE AND RETURNS NETWORK
ZigZag Global
We are an award‑winning eCommerce returns and post‑purchase specialist, founded in 2015 by our CEO, Al Gerrie.
With over 250 team members across the UK, Bulgaria, France, Portugal, Germany and Spain, we’re building the world’s most connected post-purchase and returns network — reducing complexity, driving sustainability, and reshaping how retailers engage customers after the sale.
Today, more than 1100 companies use our SaaS platform across 170 countries. Our leading enterprise retail and logistics clients include The Very Group, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, L’Occitane, PhotoBox, Carrefour, Land’s End and DHL.
Discover more about what we do: https://www.zigzag.global/about-us
We were the experts in returns. Now we are the experts in the whole post-purchase experience!
Our Values
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.
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.
Position Overview & Responsibilities
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
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 resolve.
Issue Identification
- Gather and document detailed information about customer issues for efficient resolution.
- Perform basic troubleshooting steps to identify and resolve common technical problems.
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.
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.
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
- French/Spanish speaking is advantageous
- Tenacious Problem-Solver: Exhibit tenacity in addressing challenges, embodying the value of "Be Tenacious" by persistently seeking solutions and overcoming obstacles.
Benefits
- 20 days’ annual leave plus public holidays, with additional holiday entitlement awarded for each completed year of service (up to a maximum of six extra days). Plus, to celebrate you, enjoy an extra day off on your birthday.
- Collaborative working environment
- Paid volunteer day per year to support a cause you care about
- Remote or hybrid work options – remote working with possibility to work from our Varna office
- Healthcare insurance with dental service included
- Food vouchers ( €102.26 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
- Learning and Development (L&D) budget and allocated time to utilise it
- Summer working hours
- Mental Health Support
- Employee referral bonus scheme
- Office Equipment Budget
If you are interested, please send your CV in English.
We are proud to be an equal opportunity employer and embrace diversity, equity, and inclusion in all that we do. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. Everyone is valued and encouraged to bring their full selves to work.
We believe in hiring people, not just skills. If this role excites you and inspires you to bring your best every day, we’d love for you to apply.
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