About Printerpix
Printerpix is a fast-growing e-commerce brand making waves in the online photo printing & personalized gifting sector. Our team is growing rapidly as we expand into new marketing channels and new markets, and we need you to help us achieve our goals. This is your opportunity to come and join a fast-paced organization that’ll give you the chance to take on responsibility and progress your career quickly. At Printerpix, we're there for the milestones and the everyday. From a blanket printed with your family photos, to a photobook full of your greatest moments, bringing joy is what we do best.
About you
You are a highly motivated, driven leader who thrives in a dynamic work environment. We want people who can take us to the next level with their innovative thinking, problem-solving and passion for success. In return, we’ll invest in you with career development and training.
The Role
Being the face of the Printerpix brand for all our customers, your role comprises of working as part of a team delivering world-class, professional customer service to our customers. To ensure that all contacts from customers are dealt with in a timely and courteous manner, meeting service levels as specified by the Management Team. As a Customer Service specialist, you will be expected to build excellent rapport with customers to enhance their overall experience with the Syncoms Brand.
Responsibilities
• Handle customer enquiries and issues primarily via our ticketing system (email and online forms), ensuring responses are timely, accurate and aligned with our brand tone of voice.
• Manage day to day customer contact through affiliate and marketplace channels (e.g. Amazon, Etsy, Groupon, eBay), resolving order, delivery and product queries in line with platform expectations.
• Support first line responses on social media and review platforms where required, including acknowledging feedback, providing initial information and routing more complex or sensitive cases to the Team Leader.
• Develop strong product and process knowledge to provide “one stop” resolution wherever possible, minimising hand offs and follow up contacts.
• Clarify and, where possible, anticipate customer needs, showing empathy and ownership, particularly given the personal and emotional nature of our photo products and gifts.
• Accurately record and update customer information, order details and issue descriptions in the ticketing system, following agreed workflows and tagging conventions.
• Use AI tools (within policy and with appropriate judgement) to help structure and clarify written responses, check tone and grammar, and research potential solutions, while maintaining responsibility for the final message.
• Contribute to team performance by meeting individual targets for quality, productivity and response times, and by supporting colleagues when workloads spike.
• Flag recurring issues, unusual cases and customer feedback trends to the Team Leader to support continuous improvement and product or process changes.
• Follow all procedures related to refunds, replacements, and complaint handling, ensuring decisions are fair, consistent and commercially aware.
Requirements
• Minimum 2 years’ experience in a customer service role, ideally in an ecommerce or online retail environment.
• Excellent written and spoken English, with clear, concise and friendly communication skills across email, ticketing systems and online platforms; additional languages are not required.
• Strong customer focus with the ability to show empathy and take ownership of resolving issues, especially when orders are linked to important personal occasions.
• High attention to detail and accuracy when recording information, following processes and working with multiple systems.
• Comfortable working with ticketing/CRM systems and online platforms such as marketplaces and review sites; confident learning new tools and systems.
• Experience using, or strong interest in using, AI driven tools to improve written communication and research information, with willingness to follow team guidelines on their use.
• Ability to work under pressure, manage workload effectively and meet individual and team KPIs in a fast paced environment.
• Proactive, collaborative team player with a positive attitude to learning, feedback and continuous improvement.
• Willingness to work flexibly, including occasional hours outside standard office times, to meet changing service demands or support peak periods.