Customer Research Telephone Interviewer London, England
Job description
About Zepz
Zepz is the group powering two leading global remittance brands: WorldRemit and Sendwave. Since 2010, we have been disrupting an industry previously dominated by offline legacy players with our relentless focus to reduce the cost of remittances and increase safety and convenience for our users. Every day, our people work to unlock the prosperity of cross-border communities through finance and technology - driven by our vision of a world that celebrates migrants' impact on prosperity, at home and abroad.
Our brands helped cross-border communities send over $15bn from 50 countries to recipients in 130 countries in 2022. We operate over 5,000 money transfer corridors worldwide and employ over 1,600 people globally. Zepz is a remote-first employer, with team members located across six continents.
Our vision is to create a world that celebrates migrants' impact on prosperity, at home and abroad. Our purpose is to unlock the prosperity of cross-border communities through finance and technology.
Zepz.io
Our Commitments:
- We act like owners - We are relentlessly delivering for our users and spending money thoughtfully.
- We embrace embarrassing honesty - We function best when we're open and honest with one another — especially about our challenges and doubts.
- We have a bias to action - We get to first outcomes quickly, iterate and learn.
- We strive to be better - We may make mistakes, but always learn from them.
- We are inclusive - to better reflect and serve our users.
About the role
At Zepz we continuously strive to improve our product and services for our customers. You will be helping us understand our customers' experience with our WorldRemit and Sendwave products, identifying pain points and conversion blockers.
We are looking for temporary team members to support us with a customer feedback project test. You will be making output calls to our customers to gather structured feedback. This is a market and customer research role, not a sales position.
This is a 2-4 week project initially, with the potential to be extended over several months. You will play a vital role in helping us assess whether this approach delivers value to the business in the long term.
We are looking for one candidate in the UK and one candidate in the US, with the following skills and experience:
Please note
- Managed by the Customer Experience and Insights Manager you will be a temporary member of the Customer and Market Insights team. Training as well as ongoing support and advice will be provided.
- We will provide you with a laptop with access to our calling tool to make outbound calls through and manage your calls
- Given that you will work from home/ remotely, you will need to have:
- A working Telephone & headset
- Stable Internet access
- Quiet surroundings with no disturbances
- For this role we offer £12 per hour. This role is a short term opportunity with potential to be extended if successful. (For now, you will not be eligible to the benefits below as this is a contract role. Let's see how it goes, if all goes well after the 1 month.)
What you will own:
In this role you will be expected to:
- Call WorldRemit and Sendwave customers and listen to their feedback
- Work with pre-prepared, semi-structured interview script(s)
- Drive a friendly, positive and professional conversation with our customers
- Record interview outcomes on the computer ensuring quality and accuracy
- Feedback on process, script and improvements needed as necessary
- Depending on your skills set and interest we may also ask you to support us with analysis and reporting.
What you bring to the table:
- Excellent communication skills in fluent English is a must.
- Previous experience in a telephone research role (e.g. CATI interviewing) or outbound customer services role
- Active listening and interviewing skills to quickly build rapport with our customers
- Highly professional
- Previous experience with an outbound calls tool (eg. talkdesk, zendesk) is an advantage
What we offer you:
Please note that the benefits below will apply to Full-time roles.
We have five core benefits for our talent in the US, UK, Philippines, Poland, and South Africa. If you're not in one of those regions, don't worry - the Talent team can let you know what is available for you specifically:
Unlimited Annual Leave: Most Zepz team members are eligible for unlimited annual leave. Colleagues in customer-facing roles, receive a competitive holiday allowance and four recharge days a year. Feel free to make the most of your time off and maintain a healthy work-life balance!
Private Medical Cover: You can opt-in to a Private Medical Insurance scheme. This provides you with access to thorough medical coverage, so you can feel confident in your health and well-being.
Retirement: We offer pension schemes to help you plan for and secure your future.
Life Assurance: Life assurance is available to give you peace of mind and protect your loved ones in case of the unexpected..
Parental Leave: We offer competitive parental leave schemes to ensure you are spending as much quality time with your new bundle of joy as possible.
We are also remote-first as an organisation, offering flexibility for you to work where you need to be most productive. In many locations, we have workspaces, which you can use as you desire.
Most roles in the Philippines are predominately office-based, with this we offer free meals for those 100% on-site.
In addition to the above, you will discover that we have a range of secondary perks (such as the cycle-to-work scheme and employee discounts) depending on your location, to help you thrive at Zepz!
Why choose Zepz?
Our team of over 1600+ employees is fully distributed across the world. We are working from coffee shops, homes, and co-working spaces — making us one of the larger fully distributed growth-stage startups in the world but we also offer workspace in our talent cluster locations - spaces we can meet, collaborate and connect.
We are proud parents, community organizers, farmers, band members, yoga teachers, YouTube influencers, former Olympians, and serial entrepreneurs.
We collectively speak over twenty languages, including Akuapem, Amharic, Bengali, Ewe, Fante, Ga, Igbo, Kalenjin, Luganda, Oromo, Somali, Swahili, Wolof, Bulgarian, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Irish, Italian, Latvian, Lithuanian, Maltese, Polish, Portuguese, Romanian, Slovak, Slovenian, Spanish and Swedish.
At Zepz, embodying our commitments binds us together. We are collectively passionate about striving to achieve our vision and purpose - to continue to provide the best service to our users.
Ready to apply?
Applications will be reviewed on a rolling basis. If interested, please submit your resume along with a cover letter (optional), highlighting why your experience demonstrates you meet the requirements of the role. Please also indicate the countries in which you have work authorization. While Zepz supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.
At Zepz we record interviews using Metaview (https://metaview.ai). It helps us become better interviewers by recording and transcribing our interviews, and ensures we interview candidates in a fair & consistent manner. It is not required. Please let us know if you'd like to opt out of the use of Metaview - this will not affect the outcome of your interview.
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Zepz is a place where everyone can thrive.
So however you identify and whatever background you bring with you, and if at all you might need any form of support to make the process as comfortable as possible, please let us know and give us a shot by applying. We want you to be excited to wake up to make an impact every day.
