Prodigi Group

Customer Services Advisor

Prodigi Group

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • 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

Requirements

  • Proven customer service experience in a fast-paced environment (minimum 2 years)
  • Excellent written communication skills with the ability to adapt tone and style to different brand voices
  • Strong problem-solving abilities and good judgement on when to escalate issues
  • Experience using customer service platforms (Zendesk would be a bonus)
  • Comfortable working remotely with strong self-motivation and time management
  • Ability to handle multiple priorities and work efficiently under pressure, especially during peak periods
  • A friendly, personable approach that puts customers at ease
  • Available to work either UK or US hours (this will be a set, contracted shift and won’t change from week to week), with flexibility during busy seasonal periods.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service experienceproblem-solvingticket handlingquery escalation
Soft Skills
written communicationadaptabilityself-motivationtime managementinterpersonal skillsability to handle multiple prioritiesefficiency under pressurefriendly approach