Customer Support Specialist - (3-6 Months Contract)

The Opportunity

We are seeking a Customer Support Specialist to join our team. In this role, you’ll be the first point of contact for our clients’ customers, ensuring queries are handled with professionalism, empathy, and efficiency. You’ll liaise with internal teams, content providers, and customers to deliver outstanding support and contribute to the success of our client partnerships.

What you'll do

• Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.

• Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.

• Collaborate with internal teams to escalate and resolve complex customer issues.

• Stay updated on company products, services, and policies to provide informed and accurate support.

• Monitor customer feedback from digital platforms and share insights for process improvements.

• Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback

• Proactively develop a strong understanding of the gifting sector and the clients we support.

• Ensure response times meet service-level agreements (SLAs) and quality benchmarks.

What you'll bring

• Proven experience in customer support or client servicing, preferably managing digital communication platforms.

• Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries

• Proficiency in English for effective communication.

• Strong written communication skills with a customer-first approach.

• Proficient in using with CRM tools and ticketing systems such as Zendesk preferred

• Excellent problem-solving skills, highly organised with exceptional attention to detail.

• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.

• Willingness to work in shifts, including weekends and holidays, as needed.

Personal Attributes

• Calm under pressure with a positive and solution-focused attitude.

• Determined and resilient, with the ability to overcome obstacles.

• Professional, confident, self-motivated, and enthusiastic.

• Strong team player with a collaborative mindset.

• Eager to learn and committed to continuous personal development.