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

• 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.
  

Requirements

• Minimum 5 years of customer service experience, including phone-based customer support.
  
• Minimum 3 years of experience handling serious customer complaints, escalations, or complex service issues.
  
• Strong experience working within a fast-paced, high-volume customer support environment.
  
• Excellent verbal and written English communication skills.
  
• Ability to communicate effectively across phone, email, chat, and SMS channels.
  
• Professional phone manner with the ability to build rapport quickly.
  
• Strong conflict resolution and negotiation skills.
  
• Experience handling difficult conversations with empathy and professionalism.
  
• Exceptional attention to detail and accuracy in written communication, data entry, and record-keeping.
  
• Strong organizational and time management skills.
  
• Ability to prioritize tasks and perform effectively under pressure.
  
• A solutions-focused mindset with the initiative to identify and implement improvements.
  
• A collaborative approach with the ability to contribute positively to team culture.
  
• Ability to work independently and make sound decisions in a remote work environment.
  
• Comfortable learning and using digital platforms, customer support tools, and new technologies.
  
• Experience supporting Australian customers is preferred.
  
• Experience supporting UK customers is preferred.
  
• Experience working within a marketplace or platform-based business is preferred.
  
• Experience using Zendesk or similar customer support platforms is preferred.
  

• Customer Service Excellence
  
• Phone-Based Customer Support
  
• Complaint Resolution
  
• Escalation Management
  
• Conflict Resolution
  
• Negotiation Skills
  
• Professional Written Communication
  
• Professional Verbal Communication
  
• Australian Customer Support
  
• UK Customer Support
  
• Critical Thinking
  
• Decision Making
  
• Problem Solving
  
• Stakeholder Management
  
• Process Improvement
  
• Administrative Support
  
• Data Entry Accuracy
  
• Time Management
  
• Attention to Detail
  
• Remote Work Capability
  
• Adaptability
  
• Team Collaboration
  
• Customer-Centric Mindset
  
• Zendesk
  
• CRM Systems
  

Benefits

• HMO, Dental, and Life Insurance coverage from Day 1, including one free dependent, with the option to enroll additional dependents.
  
• Birthday Leave, Vacation Leave, Medical Leave, and Maternity Leave benefits.
  
• Up to 6 Vacation Leave credits convertible to cash upon anniversary.
  
• Employee engagement activities including Year-End Party, Family Day, Team Building events, and other company-sponsored activities.