Prodigi Group

Customer Support

• Respond to customer tickets in Zendesk across multiple brands
• Own merchant communication from initial contact through to resolution, maintaining brand tone of voice
• Escalate technical or complex queries to subject matter experts via Slack, whilst maintaining ownership of the customer relationship
• Follow brand guidelines to ensure responses match the tone and policies of each individual brand
• Meet quality and efficiency targets for ticket handling time and customer satisfaction
• Contribute to team knowledge by identifying common queries and suggesting improvements to help centre content or macros
• Work collaboratively with the Customer Services team and wider business to continuously improve the customer experience

Customer Services Advisor