Customer Service Agent

Job Summary:
At Purdy & Figg, we are seeking a highly skilled Customer Experience Representative to join our amazing and hard-working Customer Service team.

The ideal candidate will be responsible for ensuring customer satisfaction by providing exceptional support via email , live chat, social and occasionally phone. The role requires someone who is an excellent English speaker/writer, detail-oriented, proactive, and able to handle multiple tasks simultaneously. Experience with Dixa software (or very similar e.g. Gorgias, Zendesk) is essential.

Responsibilities:

• Responding to customer inquiries via email , live chat, social and phone in a timely and professional manner.
• Providing exceptional customer support and addressing any concerns or issues that customers may have through to full resolution.
• Tracking and documenting all customer interactions to ensure key trends and recurring themes are consistently being captured.
• Escalating important feedback to the Customer Experience Manager at all times.
• Developing and maintaining a deep understanding of the company's products and services.
• Using software such as Shopify, SKIO and inventory management portals to manage customer orders and subscriptions.
• Encouraging positive reviews via Trustpilot.
• Providing technical support and troubleshooting assistance as needed.
• Continuously identifying opportunities to improve the customer experience and processes.

Requirements:

• Excellent all round English (verbal, written, listening).
• High school diploma or equivalent; Bachelor's degree preferred.
• Proven customer service experience, preferably in a remote setting.
• Proficiency in Dixa software essential (or similar, e.g. Gorgias, Zendesk).
• Experience working in subscriptions a bonus.
• Excellent communication and interpersonal skills.
• Empathy (understanding customer needs and responding appropriately).
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Ability to prioritise tasks and manage time effectively.

If you meet the above qualifications and are interested in joining a dynamic team dedicated to providing exceptional customer support, please submit your CV and cover letter for consideration.