Grace Meehan
Customer Service Agent at Zalando Lounge
Twickenham, Greater London, United Kingdom
34 - 36 Years
(***) - *** - ****
Last Updated:
November 19 ,2018
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Company Information

Logo Zalando Lounge
Berlin, Berlin
No. of Employees
501-1000 employees
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Grace's Experience

Zalando Lounge
Customer Service Agent
As an experienced member of the Zalando UK team I volunteered to transfer to their sister company Zalando Lounge as part of a test for their new UK market. As the only UK native in the office I dealt with any UK customer contact and complaints. I also single handily dealt with customer contact. Which was any queries from Finland, Denmark and Sweden. Here my main duties were similar to Zalando SE apart from the following: • As the UK native I offered training, help and advice to Dutch and Belgian colleagues who helped with any UK contact overflow. I taught them about UK cultural differences when dealing with customers, helped with any English language questions, Advised on any questions relating to our courier Hermes and UK logisitcs. • At Zalando-Lounge I became more experienced in dealing with high value designer products offered exclusively as a shopping club. • Translated texts for German colleagues and took over any calls from customers in Germany, Switzerland, and France who wished to speak in English. • Dealt with any English complaints, including complaints which had been sent to director level. • Whilst testing the new UK site I kept a record of any repeat problems in excel, to give as feedback to my manager.
October 2014 – February 2015

Zalando AG
Customer Service Advisor
Whilst living in Germany I worked as a Customer Service Advisor for Zalando SE in a busy environment acting as first point of contact for all UK customers. Key Responsibilities and Achievements • Communicated with customers via email & telephone and later became the teams Social Media Representative dealing with queries/complaints and responding to bloggers posts via Facebook and Twitter. • Here I took over any complaint calls/emails acting as supervisor for any issues which could not be resolved with an agent at first point of contact. • Became a team mentor, helping to train new employees with side by side coaching on the telephone or writing emails to customers. • Worked as part of an international team to achieve customer service targets and aimed to resolve customer queries efficiently. • Confident in offering judgement or advice when dealing with product/sizing questions, or logistical queries. As an experienced member of staff I was also selected to visit one of the warehouses and work here for a day, which gave me a greater insight into warehouse processes. • Individually processed and investigated UK Legal claims for missing delivered parcels or missing returns. Whilst doing this I built a strong relationship with our courier Hermes and our fraud team. • Achieved high quality scores in regular call and email evaluations. • In this role I became a knowledgeable user of Salesforce as well as other systems such as CCT, OTRS and PAYONE. I also regularly used Microsoft packages such as Word for writing letters and Excel when submitting information to courier Hermes or as a useful tool to record feedback when analyzing issues such as sizing problems, etc.
January 2013 – October 2014

Middlesbrough Council
Revenue Services Advisor
Prior to leaving the UK, I was working in the Revenues and Benefits department for Middlesbrough Council. Here I relished the opportunity to work with local community via different channels such as face to face, telephone and letter. Key responsibilities and achievements: • As a valued member of the revenue collection team I played a part in hitting an annual revenue collection target and kept within strict stages in order to maintain the correct collection strategy. • Gained expertise in pre and post court action stages and attended court for summons and liability order cases. • Used own judgement to decide what was the appropriate enforcement stage for a case, such as bailiff, attachment of earnings or attachment of benefits. • Showed empathy when dealing customers in a vulnerable environment or challenging place. • Financially advised and empowered customers who might not understand payments or arrears and advised what welfare or housing benefits they could be entitled to. • Dealt with sometimes aggressive behaviour face to face. I completed a training course to assist me in these situations. • Gained a good knowledge of different types of tenancy agreements and tenancy laws. • Advanced knowledge of council tax legislation including council tax banding and exemptions for residents and business rates. • Calculated income statements to detail customer’s priority arrears. Here I tried to maximize the person’s income from their entitlements and work out what was the underlying cause of their arrears. • I became a proficient user of the Northgate/IWorld system in this employment, along with other Microsoft packages such as Word, Excel and MS Office Outlook.
September 2010 – June 2011

Grace's Education

Northumbria University
Bachelor's degree, Business Administration
2007 - 2008

Newcastle College
Foundation degree, Leisure Events Management
2005 - 2007