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A quick learner who is happy to get stuck in and not afraid to ask questions.
Founded in May 2, Papier is a London based start-up, which has raised :£50 million since launch and is one of the fastest growing start-ups in the UK. Papier's collection of stationery products, from notebooks & diaries to notecards and wedding invitations, is designed to feed curiosity and contemplation, to invite people to uncover the possibility of a blank page.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
- 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
- Experience using Photoshop and/or InDesign to a competent level is preferable but not essential
- Have a quiet working environment at home with access to high-speed internet
Benefits
- A remote role coming into our Camden office 2 days per month for full team meetings
- 25 days annual leave per year + buy an extra five days
- Private medical and rewards scheme with Vitality Health (including 50% off gym memberships with Virgin Active, Pure Gym and more)
- Enrolment into the Papier Pension scheme through the People Pension
- Enhanced parental leave policies
- Cycle to work loan scheme
- £45 monthly cultural allowance
- £75 personal stationery allowance, and £150 to spend on our Occasion stationery for a lifetime special event
- 40% staff discount along with a family and friends discount
- Papier with Purpose. We give back to the community and offer 2 days paid per year to volunteer for a cause you/we care about
- Constant access to mental health, well-being resources and support from our in-house first aiders
- Our pooches are a part of the Papier team and you may see them from time to time in Maison Papier
- Inclusive and friendly team who will make you feel welcome from day one
Founded in May 2, Papier is a London based start-up, which has raised :£50 million since launch and is one of the fastest growing start-ups in the UK. Papier's collection of stationery products, from notebooks & diaries to notecards and wedding invitations, is designed to feed curiosity and contemplation, to invite people to uncover the possibility of a blank page.
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?
Requirements
Benefits
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
- 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
- Experience using Photoshop and/or InDesign to a competent level is preferable but not essential
- Have a quiet working environment at home with access to high-speed internet
Benefits
- A remote role coming into our Camden office 2 days per month for full team meetings
- 25 days annual leave per year + buy an extra five days
- Private medical and rewards scheme with Vitality Health (including 50% off gym memberships with Virgin Active, Pure Gym and more)
- Enrolment into the Papier Pension scheme through the People Pension
- Enhanced parental leave policies
- Cycle to work loan scheme
- £45 monthly cultural allowance
- £75 personal stationery allowance, and £150 to spend on our Occasion stationery for a lifetime special event
- 40% staff discount along with a family and friends discount
- Papier with Purpose. We give back to the community and offer 2 days paid per year to volunteer for a cause you/we care about
- Constant access to mental health, well-being resources and support from our in-house first aiders
- Our pooches are a part of the Papier team and you may see them from time to time in Maison Papier
- Inclusive and friendly team who will make you feel welcome from day one
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