Customer Service Coordinator

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<p><strong>Team:</strong> Customer Service</p><p><strong>Reporting to:</strong> CS Manager (Laura Bond)</p><p>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.</p><p><strong>Your Focus</strong></p><ul><li><p>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.</p></li><li><p>Delight customers by answering product and service questions via email, live chat, Whatsapp and social contacts in a friendly and professional way.</p></li><li><p>Be an advocate of the brand, communicating our purpose, mission and vision.</p></li><li><p>Edit, update and make changes to customer orders and profiles.</p></li><li><p>Spot problems and get them fixed, before they reach our customers.</p></li><li><p>Process e-commerce transactions like refunds, gift cards and order amendments.</p></li><li><p>Organise and delegate queries to relevant departments.</p></li><li><p>Report daily on trends, problems or common queries you’re seeing.</p></li><li><p>Spot patterns and trends, and communicate with the team.</p></li><li><p>Elevate and improve our customer service processes wherever possible.</p></li></ul><p><strong>The Opportunity</strong></p><p>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.</p><p><strong>The Ideal Candidate</strong></p><ul><li><p>A positive people person</p></li><li><p>Thrives in a fast-paced environment</p></li><li><p>Great communicator</p></li><li><p>Problem-solver, quick-thinker and willing to take initiative</p></li><li><p>Compassionate and empathetic</p></li><li><p>Strong attention to detail</p></li><li><p>Methodical and calm under pressure</p></li><li><p>Experience working with CS software</p></li><li><p>Good computer skills</p></li><li><p>Proven ability to work remotely</p></li><li><p>A love for nature and the outdoors</p></li><li><p>UK resident with right to work, preferably based in the south of the UK within a couple of hours distance to our HQ</p></li></ul><p><strong>Experience</strong></p><p>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.</p><p><strong>What We Offer</strong></p><ul><li><p>A culture of freedom, flexibility, and trust.</p></li><li><p>Escapism is serious business for us, we practice what we preach.</p></li><li><p>Location: Remote within the UK, with quarterly trips to our HQ in the UK.</p></li><li><p>Hours: 40hrs a week.</p></li><li><p>Salary: £25,500</p></li><li><p>Typical Hours: 9am - 5:30pm 5 days a week.</p></li><li><p>Annual Leave: 25 days plus bank holidays + a day for your birthday.</p></li><li><p>Generous staff discount and Headspace subscription.</p></li><li><p>Our HQ is in the New Forest.</p></li></ul><h2><strong>Equal Employment Opportunity</strong></h2><p>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.</p> #J-18808-Ljbffr

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