Customer Service Assistant Remote
Job description
Available Job Today Papier is a VC-backed consumer stationery brand that sells online and ships direct to customers. Papier launched in the UK in 2015 and has been growing rapidly in the US since launching in 2018. Growth has been fuelled by over $65 million of venture funding to date and we’re delighted to have just announced our Series C round. Alongside in-house collections, Papier collaborates with upcoming artists, iconic brands and exciting fashion labels to curate its emporium of notebooks, notecards, diaries, and journals. Our mission is to invite people to uncover the possibility of a blank page. We recently placed 8th on LinkedIn’s Top 15 UK Startups, and we are now seeking to support and strengthen our progress by continuing to build our team.
What's the job?
We are now looking for an enthusiastic Customer Service Assistant to join our Customer Service team and help Papier achieve our mission to inspire people to connect with each other more often and in more meaningful ways. Reporting into our Customer Service Manager, you will be the enthusiastic and friendly face of Papier, and the first point of contact for all our customers. Our customer service team is based in-house and has a detailed knowledge of all of our product ranges. They work closely with our Operations and Tech team to ensure everything is running smoothly for customers and that we are proactive in our communication when there are any issues. You’ll be a great communicator who has an eye for detail and can help customers with everything from perfecting a notebook design to tracking down their parcel. You’ll be willing to go the extra mile to give every customer the best possible experience. If you are looking for a role that gives you exposure to many aspects of a fast-paced startup then this role will suit you.
What will you do?
- Provide support to Papier customers via email, live chat, WhatsApp and on social media
- Carefully follow established procedures to ensure customers gets the correct information and a speedy resolution to their issue
- Communicate with other team members and external partners to answer questions and troubleshoot problems throughout the customer’s journey with us, from their first visit to our website, to their Papier parcel landing on their doorstep
- Query when something is not working or looks incorrect
- Follow the direction of the shift supervisor to prioritise based on what is in the inbox that day
- Customer queries include using the online editor to create bespoke wedding invitations, advising customers on how to amend their order and answering questions about what each of our products looks like in real life
- Complete customer design requests including photo retouching and colour changes
Requirements
- 1+ years experience of customer service- this can be working in an office based customer service team or working in retail or a the hospitality industry
- Experience using Photoshop to a competent level
- A quick learner who is happy to get stuck in and not afraid to ask questions
- Experience of working within a team to meet SLAs or KPI & a high standard of engagement with customers
- Excellent written and spoken English
- Knowledge of Zendesk or similar customer service software is preferable, but not essential
Benefits
- A seat at Maison Papier, our lovely Camden office for the two office days per month (plus any other days you like)
- Private medical and rewards scheme with Vitality Health
- 50% off gym memberships with Virgin Active, Pure Gym and more
- Enrolment into the Papier Pension
- Enhanced parental leave policies
- Cycle to work loan scheme
- £75 personal stationery allowance, and £150 to spend on wedding stationery if you get married
- Generous staff discount
- 2 days paid per year to volunteer on a cause you care about
- Access to mental health & wellbeing resources
- Weekly team lunches & regular cultural trips
- Dog-friendly office
- Friendly and fantastic team!
