Photoshop Designer / Customer service Agent

Reporting relationships
The Lead Photoshop Designer reports to the Customer Service Team Leader and will have a dotted line to the Operations Manager
This position involves the following
Lead Designer responsibilities:
Assist with the documentation of ALL Designer processes within the organisation
Take ownership of ON HOLD orders to ensure as many are processed as possible, whilst reducing refunds/store credits
Focus on process improvements for ON HOLD orders to achieve the above
Regularly audit the Design team to ensure correct processes are being followed
Encourage and drive a sales mentality through the Design Team, to move as many orders into Production as possible.
To provide coaching and training to the Design team as and when required
Regularly audit Download Designer workflow to ensure efficiency and best practice is followed in processing bulk images
To suggest improvements to the Designers of our Canvas App as and when required
Be fully conversant in our product range, processes and procedures with the confidence to put forward suggestions to improve as necessary
Submit weekly ON HOLD reports, including strategies that are being implemented to reduce ON HOLD orders.

Photoshop Design responsibilities
Advanced photo editing skills required, to move as many images into production as possible
Ability to carry out editing in Photoshop including but not limited to - view images at print size, removing white space, spots, noise, ability to create mirror wrap or colored wrap.Ability to create rulers and work with sizing templates in photoshop
Customer Service Agent Responsibilities
Take ownership of tickets assigned to the Designer Group within Zendesk and resolve in a timely manner
Work as part of a team, and provide support to other Design agents when necessary
Resolve product and service issues by clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution, as well as following up to ensure a happy customer
Assist in other areas of the business as and when required.



Key selection criteria
All applicants must address the key selection criteria set out below:
At least 5 years Customer Service Experience.
Experience in a FMCG business will be highly regarded
Proven experience dealing with challenging customers who at times may possess unreasonable expectations
Advanced photo editing skills in Photoshop CS6
Advanced English skills - both verbal and written
Articulate and professional with the ability to keep customers calm, especially during busy periods
Strong problem-solving skills
Patient and empathetic with the ability to put themselves in their customers shoes
Well developed interpersonal skills
Excellent written communication skills
Strong sense of initiative and a “can do” attitude
Experience using Help Desk Software - Zendesk experience will be highly regarded
Experience using Live Chat Software
Ability to set up own home office, as well as company email account with reliable internet connection.
Experience using Skype
Well developed computer literacy skills


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