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Customer Service Specialist at The School of Life

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  • London
  • fulltime
  • -
  • JOB DESCRIPTION 

    Job title:   Customer Service Specialist 

    Background  

    The School of Life (www.theschoolofolife.com) is a global organisation helping people to lead more fulfilled lives.  

    We believe that the journey to finding fulfilment begins with self-knowledge. It is only when we have a sense of who we really are that we can make reliable decisions, particularly around love and work.  

    We created The School of Life – a resource for exploring self-knowledge, relationships, work, socialising, finding calm and enjoying culture through content, community and conversation. You can find us online, in stores and in welcoming spaces around the world. 

    How do we help people?  

    To deliver our mission of helping people lead more fulfilled lives we focus our attention on six key themes:  

    • Self-knowledge
    • Relationships 
    • Work  
    • Calm 
    • Sociability 
    • Leisure & culture 

     What do we offer?  

    Everybody learns in different ways and we want to ensure that as many people as possible can benefit from what we do. We share our ideas through a range of channels: 

    • Books, stationery,gamesand gifts  
    • Interactive classes, workshops,coursesand events (for individuals and businesses)  
    • YouTube channel 
    • Online psychotherapy service 

    We believe in making the world a more emotionally intelligent place. Our corporate and public workshops, talks and conversations are central to our aims, with a fast-growing Training team and ambitious growth targets. 

    The role: 
     
    We are looking for someone who is passionate about communicating with and delighting our customers to join our team as our Customer Service Specialist. You’ll be part of our Digital team, helping to offer a best-in-class experience to all of our customers. As the key point of contact with our customers, you’ll not only be a brand ambassador who is passionate about what we do, but you’ll also be extremely organised, process-oriented and continuously looking for ways to improve our processes and overall customer experience. We’re looking for someone with a can-do attitude who is keen to make a real impact on the experience customers have with The School of Life. 

     

     Key responsibilities:  
     

    • Continuously reviewing, critiquing and innovating on our operational processes to identify and implement ways to ensure our customer offering is truly stand out. 
    • Handling our customer queries in a timely, friendly and helpful manner to deliver outstanding customer service – mainly via email and live chat. 
    • Reporting back to the wider team on the ‘voice of the customer’, feeding back on key themes and proposing ideas and solutions for improvements. 
    • Responsible for order management, ensuring orders are running on time. This includes liaising with the warehouse on order and return queries and liaising with shipping carriers on order queries when necessary .
    • Assisting with website maintenance, for example ensuring T&Cs are up to date with delivery expectations. 
    • Wider general administration such as issuing refunds, as well as wider company support when needed. 

    Requirements: 

    • You’ll ideally have at least 1 – 2 years experience in a consumer facing company 
    • Experience with Microsoft Outlook software 
    • Impeccable written and verbal English communication skills 
    • An autonomous, roll-your-sleeves-up, problem-solving mindset

     

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