Customer Care Advisor
3d ago

Customer Care Advisor

We’re searching for a passionate and customer-focused individual to join our exceptional Customer Care Team. We’re a leading global online marketplace for affordable authentic art and a passionate value-driven business.

We’re a Certified B Corporation, meaning a new kind of business that balances purpose and profit. B Corps are legally required to consider the impact of their decisions on their workers, customers, suppliers, community, and the environment.

We’re backed by the same investors that funded Spotify, LinkedIn, Zopa and Hailo - we believe in helping artists make a living so they can continue to inspire the world with their art.

We connect talented independent artists and galleries with art lovers who value craft, quality, and originality. At the heart of what we do is a love for human creativity - art that is handmade with skill, talent and real passion.

Place of work

  • Remotely from your home with regular physical reunions with the team.
  • Alternatively at our London HQ (subject to movement restrictions being lifted).
  • Key Tasks

  • Responding to a variety of requests via multiple channels (email, phone, social media, online forum), both from artists wishing to sell their work through us, as well as customers who want to purchase art
  • Providing seamless solutions to customers’ issues and empathetic and professional replies
  • Collecting, understanding and processing of customer feedback, to be used by the product team to advance the platform
  • Handling escalations from our call centre via email or phone
  • Managing returns : ensuring collections take place and international shipments are released from customs
  • Ensuring orders are fulfilled : checking overdue orders, following up on shipment delays etc.
  • Optimising our Knowledge Base for both artists and customers
  • Liaising with the technical team where appropriate to report and resolve issues encountered on the site
  • Supporting artists by engaging in discussions on our Seller Forum, facilitating positive and constructive discussions, escalating when necessary
  • Key Skills and Experience

  • You will be passionate about having a positive impact on the world, environment and society as a whole
  • You will have a growth mindset, willing to learn and develop continuously, by reading books, taking part in online courses etc.
  • A friendly and optimistic professional with prior experience in providing excellent customer service and a genuine excitement for delighting customers.
  • A calm and patient individual with the ability to maintain a sympathetic and approachable tone in all support responses
  • Able to deliver a high standard of service with both superb written and verbal communication skills
  • Comfortable replying to all communications, both via email and over the phone, in a timely and friendly manner
  • Highly attentive to detail and basic numeracy skills
  • Good understanding of an e-commerce / SaaS / marketplace customer support frameworks and processes
  • Previous experience with collecting, understanding and processing of customer feedback would be desirable
  • Any prior exposure to online discussion boards and their etiquettes and community management strategies would be a great bonus
  • Perks

    As a Certified B Corporation our employee benefits are generous and constantly improving. At the moment they include :

  • A brilliant start-up culture, share options, a generous holiday allowance (incl. your birthday off, as well as additional days between Christmas and NY).
  • Flexible working hours and your own company laptop.
  • Annual bonus scheme.
  • 3 paid volunteering days per year and donation matching to your chosen cause.
  • Subsidised training and education opportunities.
  • Much more, all spelled out in our beautiful handbook!
  • This is a fantastic opportunity for a passionate and dedicated Customer Services Operative, with plenty of room for growth and development.

    If you pride yourself on providing incredible service apply now!

    How to apply

    Contact us at jobs with a covering letter and a copy of your CV, telling us why you think you would be a good fit for this role!


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