Hybrid: Customer Support Agent - Full Time

We are looking for a Customer Support Agent to deliver exceptional service to our customers while representing our brand with professionalism and care. This role is central to ensuring a positive customer experience through timely communication, efficient issue resolution, and strong collaboration with internal and external stakeholders.

As the first point of contact for our customers, the Customer Support Agent plays a crucial role in representing our brand with professionalism, care, and a friendly approach. You will be at the heart of the business, managing enquiries, resolving issues, and ensuring every interaction reflects our commitment to a seamless and positive customer experience.

You’ll handle customer emails, reviews, and returns with accuracy and efficiency, working closely with internal teams and external partners to resolve challenges and maintain smooth order processes. You’ll stay on top of product updates, company policies, and operational changes, using your knowledge to provide timely, informed support. You’ll also identify recurring customer issues, feeding insights back to relevant teams to help improve processes and enhance the overall customer journey.

This position requires a highly organised individual who can manage multiple tasks simultaneously, prioritise effectively, and thrive in a fast-paced environment. You’ll need excellent written communication skills, a customer-focused mindset, and the ability to collaborate across internal teams and with third-party partners. Weekend availability and occasional travel to our Birmingham head office will be required.

Key Responsibilities

• Respond to customer emails and enquiries promptly and professionally, ensuring all interactions align with brand values and tone
• Manage and respond to customer reviews across relevant platforms in a constructive and brand-appropriate manner
• Process customer returns accurately and efficiently in line with company policies
• Liaise with third-party stakeholders, including fulfilment and logistics partners, to resolve customer issues and ensure smooth order handling
• Stay informed on business updates, product changes, and policy updates to provide accurate and up-to-date information to customers
• Identify recurring customer issues and escalate feedback or insights to relevant teams

Key Skill Requirements

• Strong written communication skills with excellent attention to detail
• Customer-focused mindset with a problem-solving approach
• Ability to manage multiple tasks and prioritise effectively
• Experience using customer support tools or ticketing systems (preferred but not essential)
• Comfortable working with third-party partners and internal teams
• High level of technical proficiency, with the ability to confidently use a variety of systems, programmes, and digital platforms
• Ability to adapt quickly in a fast-paced and evolving business environment
• Must be available to work weekends as part of a part-time schedule (32 hours per week)
• Must be able to travel to the Birmingham head office when required

Working at P&Co

At P&Co, we value both professional development and personal well-being, offering a range of benefits designed to create a positive, supportive work environment. Our team members enjoy a 40% discount on our website and receive a quarterly allowance to spend on our products, allowing them to stay connected with the brand and its latest collections.

We prioritise team bonding and company culture with frequent team hikes or team-building days, encouraging collaboration and camaraderie outside the office. Additionally, you’ll have the opportunity to attend exclusive brand events, immersing yourself in the P&Co lifestyle.

Our team's mental health and well-being matter to us, which is why we provide mental health support, including access to online therapy sessions. For those who have been with us for over a year, we offer a performance-based bonus scheme to reward their hard work.

We also believe in a healthy work-life balance. That’s why we have Work from Home Wednesdays, giving you flexibility in your schedule, and Friday beers with an early finish to kickstart your weekend and unwind with colleagues.

Promote creativity . Pursue freedom . Build a life of purpose .

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