Customer Service Representative

About the role

As the front‑line ambassador of Printerpix, you will deliver world‑class, professional customer service to our growing e‑commerce audience. You will handle enquiries across multiple channels, ensuring timely, courteous, and brand‑aligned responses that enhance the overall customer experience.

Key responsibilities

• Respond to customer enquiries via the ticketing system (email and online forms) with accurate, on‑brand communication.
• Manage day‑to‑day contacts on affiliate and marketplace channels such as Amazon, Etsy, Groupon, and eBay, resolving order, delivery, and product queries.
• Support first‑line responses on social media and review platforms, acknowledging feedback and escalating complex cases.
• Develop deep product and process knowledge to provide “one‑stop” resolutions, minimizing hand‑offs.
• Show empathy and ownership, anticipating customer needs for personal photo products and gifts.
• Record and update customer information, order details, and issue descriptions in the ticketing system following established workflows.
• Utilise AI tools to draft, proofread, and research responses while retaining final responsibility for the message.
• Meet individual targets for quality, productivity, and response times, and assist teammates during workload spikes.
• Flag recurring issues and feedback trends to support continuous improvement.

Required profile

• Highly motivated, driven, and comfortable working in a fast‑paced, dynamic environment.
• Strong problem‑solving abilities with a passion for delivering exceptional customer experiences.
• Excellent written communication skills, able to adapt tone to the brand’s voice.
• Empathetic, detail‑oriented, and capable of taking ownership of customer issues.

Required skills

• Proficiency with ticketing systems (email and online forms).
• Experience using AI‑assisted writing or research tools.
• Familiarity with social media platforms for customer support.
• Knowledge of marketplace platforms such as Amazon, Etsy, eBay, and Groupon.