Customer Support Specialist - Zendesk (Marketplace) | UK | WFH

Staff Domain Inc.Philippines only

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Category: Technology
Location: Ortigas, Alabang, Pampanga, or Cebu National Capital Region (Manila) Philippines
Setup and Location: WFH
Work Schedule: UK Time | 3:00 PM - 12:00 AM PH Time
Employment Type: Full-time
Ready to Do Work That Actually Excites You?
Join a growing marketplace business as a Customer Support Specialist supporting both end users and business partners.
Deliver exceptional customer service across phone, SMS, email, and messaging channels.

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Customer Support Specialist - Zendesk (Marketplace) | UK | WFH at Staff Domain Inc. · ApplyPick

Provide responsive and professional customer support through phone, email, SMS, and messaging channels.
Manage customer enquiries in a high-volume support environment while maintaining service quality and accuracy.
Take ownership of customer issues and ensure timely, accurate, and policy-compliant resolutions.
Follow established procedures and templates while tailoring responses appropriately based on customer needs.
Communicate clearly with customers who may have varying levels of English proficiency or familiarity with booking processes.
Adapt communication style and tone depending on the customer type and situation.
Maintain fluent and professional written and verbal English communication.
Demonstrate familiarity with Australian and UK customer service expectations and business etiquette.
Represent the business positively in all customer interactions and ensure customers feel supported and informed.
Respond to complaints and sensitive matters with empathy, professionalism, and a solution-focused mindset.
Manage customer safety concerns and complex escalations with urgency, discretion, and detailed documentation.
Facilitate fair and objective dispute resolution between customers and service providers.
Identify performance concerns and escalate matters to the appropriate internal stakeholders when required.
Apply critical thinking to identify root causes, assess risks, and determine appropriate resolutions.
Balance customer satisfaction with operational and business requirements when making decisions.
Take ownership of outcomes while recognizing when escalation or collaboration is necessary.
Identify process gaps, inefficiencies, and operational risks and proactively recommend improvements.
Assist with the creation, documentation, and maintenance of internal workflows and support procedures.
Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions.
Share customer insights and feedback with stakeholders to support continuous improvement initiatives.
Assist with monthly reporting and operational analysis activities.
Maintain and update records, databases, and internal registers.
Support administrative functions and broader team initiatives as required.
Remain flexible and responsive to changing priorities and business needs.
Perform additional duties as reasonably requested to support team objectives and operational effectiveness.

Customer Support Specialist - Zendesk (Marketplace) | UK | WFH

Apply now

Customer Support Specialist - Zendesk (Marketplace) | UK | WFH

Apply now

What You'll Do

Requirements

What You Bring

Key Skills

Customer Service Excellence

Complaint Resolution

Negotiation Skills

Problem Solving

Process Improvement

Time Management

Attention to Detail

Team Collaboration

Benefits

Why You’ll Love Working Here

Let's Talk

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