Team: Customer Service
Reporting to: CS Manager (Laura Bond)
An exciting opportunity to join the Passenger journey! One of our team members has progressed to another role, leaving us with a vacancy in the team. We’re passionate about offering the best possible experience for our fellow roamers, wanderers and escapists, as well as connection and the well-being of ourselves and our environment. In this position you’ll play a key role in delivering this brand purpose in a direct and rewarding way to our valued customers.
Your Focus
* Work dynamically as part of our CS team to serve our customers by resolving problems, as well as assisting with resolving these as part of the bigger picture.
* Delight customers by answering product and service questions via email, live chat, Whatsapp and social contacts in a friendly and professional way.
* Be an advocate of the brand, communicating our purpose, mission and vision.
* Edit, update and make changes to customer orders and profiles.
* Spot problems and get them fixed, before they reach our customers.
* Process e-commerce transactions like refunds, gift cards and order amendments.
* Organise and delegate queries to relevant departments.
* Report daily on trends, problems or common queries you’re seeing.
* Spot patterns and trends, and communicate with the team.
* Elevate and improve our customer service processes wherever possible.
The Opportunity
We believe there’s no better place to start at Passenger than by understanding, helping and communicating directly with our community. You’ll play a key part in delivering this brand promise by supporting our community in a direct and rewarding way. This role comes with the opportunity to progress, and become a long-term and valued part of the team.
The Ideal Candidate
* A positive people person
* Thrives in a fast-paced environment
* Great communicator
* Problem-solver, quick-thinker and willing to take initiative
* Compassionate and empathetic
* Strong attention to detail
* Methodical and calm under pressure
* Experience working with CS software
* Good computer skills
* Proven ability to work remotely
* A love for nature and the outdoors
* UK resident with right to work, preferably based in the south of the UK within a couple of hours distance to our HQ
Experience
A background in customer service, especially working with CS software, would be a sweet advantage. Extra points if you have a good knowledge of CS processes in e-commerce, and have previous experience in a remote role. Full training will be provided. Excellent written and spoken English essential for the role.
What We Offer
* A culture of freedom, flexibility, and trust.
* Escapism is serious business for us, we practice what we preach.
* Location: Remote within the UK, with quarterly trips to our HQ in the UK.
* Hours: 40hrs a week.
* Salary: £25,500
* Typical Hours: 9am - 5:30pm 5 days a week.
* Annual Leave: 25 days plus bank holidays + a day for your birthday.
* Generous staff discount and Headspace subscription.
* Our HQ is in the New Forest.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors.
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