Hot Customer Service Representative

Seniority / Experience

Mid level5+ years Customer Service experience

Company

Pond5

Location

Prague

Type of job

Contract work (IČO)

  • Discount on company products or services
  • Company catering
  • Refreshments
  • Contributions to sport, culture or past time activities
  • Company events and teambuilding
  • Dog-friendly office
If you are passionate about helping people and can communicate comfortably in English as well as German or Russian, we want you to join our vibrant office in Prague!

This is an exciting opportunity to have an impactful role within Pond5. You will be part of a focused, fast-moving Global team, and you will have the chance to enhance the experience of our international clients. Pond5's Customer Service is where we believe every interaction is an opportunity to impress and be our best!

Duties will include providing product and service information, as well as resolving product and service problems as quickly and sincerely as possible, to attract and retain our customers. At Pond5, you will come into frequent contact with creators and buyers of media content, and you will have the opportunity to meet and speak with people from all over the world while working with an incredibly passionate, friendly, and customer-focused team. Your role will call for finding solutions to empower creativity and fuel business needs.

So if you are an energetic, self-starter who would like to be a part of shaping the future of multimedia, join us and apply!

QUALIFICATIONS/REQUIREMENTS
5+ years Customer Service experience (technical support or face-to-face)
Multilingual: Demonstrate excellent verbal and written communication skills in English, as well as German or Russian
Able to manage own time - comfortable working in an office setting, as well as remotely
Analyzing information - Problem solving skills
Verbal and Phone skills
Documentation / Writing skills / Listening skills
Multi-tasking

BONUS BACKGROUND TO HAVE
Knowledge and passion for media - Photography / Media Production
Experience with editing and using relevant software (Final Cut, Adobe suites, Illustrator, DaVinci Resolve, etc.)

RESPONSIBILITIES
Closely work with Pond5's Customer Service team and leaders to ensure excellent service is being delivered
Greet clients warmly and ascertain problems or reason for contacting us
Represent the Pond5 brand and culture through daily interactions with clients as our “front lines”
Professionally communicate and resolve issues via phone, email, and chat, providing great and efficient customer care during daily shifts
Troubleshoot to resolve product or site problems by clarifying the client’s query; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure the commitment of service
Utilize Zendesk, resolving tickets generated from client support needs
Answer questions about Pond5's license and terms of sale
Process returns or exchanges according to established company policies and procedures
Interact and partner with other teams to meet and exceed all our client’s expectations
Utilize computer technology to handle call volumes, chats, and email
Able to manage own time - comfortable working in an office setting, as well as remotely

BENEFITS
An international team of almost 200 awesome people
Competitive compensation
Contract-based relationship
Access to standard Pond5 support - the possibility of using the office space, equipment, etc.
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