UK Customer Service Agent, Bookshop.org

• Experience in a customer-facing role (ideally within e-commerce or the book industry)
• A great communicator with phenomenal written skills who genuinely enjoys going the extra mile for customers
• Comfortable working independently and remotely (our collaborative team is only a slack message or call away)
• Highly organised and can effortlessly switch between tasks in periods of high demand
• Able to solve problems when you spot them
• Motivated by the Bookshop.org mission

Desirable

• We have a strong desire to deliver a best-in-class customer experience, and the people at Bookshop.org are pivotal to maintaining this goal. You will be reporting into the UK Operations Manager, and the role will be based remotely in the UK with opportunities for team meetups in London. As a Customer Service Agent for the UK, you will:
• Serve as a passionate advocate and brand ambassador for Bookshop.org and independent bookshops
• Engage with customers via email and social media (in future, subject to demand, we may introduce chat and other channels of support)
• Use problem-solving skills to convert customer challenges into positive outcomes
• Follow-up with customers and keep them informed of delivery updates, delays and stock shortages, when necessary, to ensure an outstanding customer experience
• Work closely with our partners - specifically Gardners, our book wholesaler - to solve problems and enhance our processes
• Identify trends in customer communication and promptly find solutions to all recurring customer feedback
• And so much more!

• You'll be an essential part of a very talented customer service team!

• 25 days holiday (plus bank holidays)
• Book budget
• Remote working arrangements
• Pension scheme
• Regular London meetups (quarterly, occasionally monthly) for UK-based team members
• Company Macbook
• Bike2Work Scheme - save up to 43.25% on the cost of bicycles and/or equipment

Total funding: $3.3m

Bookshop.org, a public benefit corporation, was launched in January 2020 with a mission to encourage people to stop buying books from Amazon and start supporting local bookstores. As more people turn to online stores to purchase books, the founders of Bookshop.org wanted to improve the buying experience, whilst helping local independent businesses to get online as effortlessly as possible. The concept is simple: bookshops create their own online profile, and then earn 30% of any sales that come via their links on social media, newsletters and website. Bookshop.org then handles all the logistics and fulfilment, whilst giving away 75% of all profits to stores, publications, and authors.