Job description
Description
About us
Prodigi is an all-in-one platform designed to help businesses transform digital content into print on demand products. Since launching in 2014, we’ve grown fast, earning 14th place on the Sunday Times Virgin Atlantic Fast Track 100 list of the UK’s fastest-growing companies.
Today, we work with a worldwide network of 50+ production facilities across 10 countries (including four in-house sites), giving our customers the freedom to print their artwork on almost any product, and ship it anywhere in the world.
Behind all of this is a team that cares deeply about quality, collaboration, and delivering a great experience for our customers.
The opportunity
We’re looking for an experienced Customer Services Advisor to join our growing team. You’ll be the friendly, helpful voice of our brands, responding to merchant enquiries via Zendesk and ensuring every customer interaction reflects our high standards for service and professionalism.
This is a varied role where you’ll help resolve issues from order status queries to product questions, working collaboratively with colleagues across the business to resolve issues efficiently. You’ll take ownership of merchant communications from start to finish, knowing when to solve problems independently and when to escalate to specialist teams.
Key responsibilities
Respond to customer tickets in Zendesk across multiple brands, including our Netherlands-based brand Peecho
Own merchant communication from initial contact through to resolution, maintaining brand tone of voice
Escalate technical or complex queries to subject matter experts via Slack, whilst maintaining ownership of the customer relationship
Follow brand guidelines to ensure responses match the tone and policies of each individual brand
Meet quality and efficiency targets for ticket handling time and customer satisfaction
Contribute to team knowledge by identifying common queries and suggesting improvements to help centre content or macros
Work collaboratively with the Customer Services team and wider business to continuously improve the customer experience
Required experience and skills
Proven customer service experience in a fast-paced environment (minimum 2 years)
Fluent English (written and spoken) - all customer communication is in English
Excellent written communication skills with the ability to adapt tone and style to different brand voices
Strong problem-solving abilities and good judgement on when to escalate issues
Experience using customer service platforms (Zendesk would be a bonus)
Comfortable working remotely with strong self-motivation and time management
Ability to handle multiple priorities and work efficiently under pressure, especially during peak periods
A friendly, personable approach that puts customers at ease
Available to work Central European Time (CET) hours with flexibility during busy seasonal periods
Desirable
Familiarity with e-commerce, print, or fulfilment services
Experience supporting multiple brands or white-label services
Knowledge of Slack or similar collaboration tools for internal communication
What we offer
Competitive salary (€30-35K+) and eligibility for company performance related bonus.
25 days holiday per year, plus two bonus days off for your birthday
Flexible work hours and locations. Hybrid mix of working from home or the office - with some fixed weekly office days.
The opportunity to work in a dynamic and fast-growing business at the forefront of the print-on-demand industry
Equal opportunity employer that values diversity and inclusion
Location
This role is a hybrid role based in Amsterdam. 3 days in the office, 2 days from home.
Apply with a CV and cover letter above. Your cover letter should address:
Describe a time when you dealt with a frustrated or difficult customer. How did you handle the situation, and what was the outcome?
How do you decide when to escalate an issue versus resolving it yourself? Give an example from your experience.
Tell us about your experience with customer service platforms or ticketing systems. Which tools have you used, and how comfortable are you learning new systems?
Why are you interested in working with a print-on-demand platform? What appeals to you about this role at Prodigi?
