Founded in May 2015, Papier is a fast-growing, London based start-up, which has raised ~£10 million since launch and is changing the face of online personalisation. Papier offers a sophisticated user experience and delivers beautifully designed products, on-demand and all over the world, from personalised greeting cards to wedding invitations and stationery.
Under the direction of the Head of Customer Experience, the Customer Support Assistant will support the growth of the business by providing customer support via email, live chat, and telephone as our customers explore our website and products. They will be required to help customers as they navigate the website and troubleshoot queries, using their knowledge of our growing product range to assist customers in personalising and purchasing designs. The role will also include proactive customer outreach to provide a best-in-industry Customer Experience, and collaboration with other members of the CS team to gain insight into customer behaviour.
We are interested in hearing from candidates looking for Part Time or Full Time roles, and particularly those who are able to work hours over the weekend and on weekday evenings.
Understanding customers’ needs and suggesting suitable products and designs.
Amending and checking customer orders.
Assisting customers shopping on www.papier.com and helping resolve technical and design questions about our products.
Communicating design requests and order issues to other members of the Customer Support team.
Experience in providing Customer Service or Sales support, ideally in an e-commerce or retail environment.
Strong attention to detail.
Fluent English with excellent communication skills, grammar, and spelling.
Self-motivated, with an ability to multi-task and prioritise.
Familiarity with Zendesk is desirable but not essential.