Customer Support Associate

**About ZDHC**

The ZDHC Foundation oversees the implementation of the Roadmap to Zero Programme and is a global industry collaboration within the sports, fashion, luxury and outdoor industry. The ZDHC vision is widespread implementation of sustainable chemistry, driving innovations and best practices in the têxtile, apparel, leather and footwear industries to protect consumers, workers and the environment. Through collaborative engagement, standard-setting and large-scale implementation ZDHC advances the industry towards zero discharge of hazardous chemicals. ZDHC takes a holistic approach to sustainable chemical management and enables tangible progress in the wider industry through the delivery of guidelines, platforms and solutions including capacity building and innovation projects.

**Job Purpose**

The Customer Support Associate is responsible for assisting customers with their inquiries related to ZDHC’s Roadmap to Zero Programme, platforms and services. S/he ensures a great customer experience and ongoing customer satisfaction by addressing and solving incoming queries in a timely and efficient manner and by updating and improving the Knowledge Base where customers can find more information and user guides to frequently asked questions. In addition, regular administrative tasks, such as data uploads and verification and backend platform maintenance work are part of this position.

**Key Roles and Responsibilities**
- Be the first point of contact for our customers on the ZDHC Roadmap to Zero Programme and on all ZDHC platforms and services
- Answer customer queries within the Zendesk Support Ticketing tool and per phone
- Perform platforms backend work to make adjustments on behalf of customers
- Improve the Knowledge Base for customers by writing and updating user guides
- Analyse customer queries to propose process and content improvements
- Perform administrative tasks such as data uploads and data verification
- Conduct regular feedback meetings with own and other ZDHC teams to share customer insights and think along in how to improve the ZDHC programme, platforms and services

**Required Skills**:

- 3-4 years experience in a similar customer support role
- Fluent written and verbal English, other languages are beneficial
- Bachelor's degree in Chemistry or Environmental Science
- Good communication and social skills and capacity to establish and maintain a relationship of trust with the customers
- A practical mind with a good understanding of user experience in IT platforms
- Experience in writing technical user guidance in a friendly and not too technical manner
- A proactive approach to support by identifying and resolving potential issues and to continuously think along on how to improve the customer experience
- Accurate and thorough, able to pay attention to detail, and to document processes and knowledge
- Hands-on to take ownership of small projects and regular data upload and verification tasks
- Conversant with Microsoft tools such as Word, Excel, PowerPoint, and ability to get familiar with new tools quickly

**Preferred Skills**
- Experience in the têxtile, apparel, or footwear industry, preferably with a focus on either chemical management or sustainability/CSR
- Experience with customer support ticketing tools such as Zendesk
- Basic knowledge of HTML coding

**ZDHC Specific Attributes**
- Team player with an international background - able to work well and create strong positive relationships with individuals from a range of different cultural backgrounds
- Able to manage multiple work activities and deliver results in a timely and efficient manner
- Goal orientated, results-driven whilst also being a confident communicator
- Self-driven and motivated
- Confidently operate in a fast-paced, frequently changing environment
- Able to proactively initiate and take responsibility for results and work activities that may not be specifically identified in this job description
- Flexible with a high tolerance for ambiguity
- Practical and pragmatic - exhibit a ‘can do’ attitude that is solution-orientated
- Strong analytical ability to interpret information and translate it into solutions and/or improvements
- Able to establish strong positive relationships with relevant stakeholders.

The successful applicant will have the opportunity to join a small team and growing organisation at a critical time and to be a part of evolving Roadmap to Zero delivery to make a genuine impact on the global têxtile and footwear sector.

**IMPORTANT NOTE**

**WE ONLY REVIEW APPLICATIONS OF CANDIDATES WHO ALSO SUBMIT A MOTIVATION LETTER, HAVE CUSTOMER SUPPORT WORK EXPERIENCE AND ARE ALREADY LIVING IN THE MUMBAI AREA.