Customer Service Representative

We are growing our Customer Experience team to provide round-the-clock support to our customers across the globe. As a Customer Service Specialist, you will be the human face of PastBook — helping customers create magical products from their memories and resolving any issues with care, speed, and empathy.

Customer Support

* Respond to customer inquiries promptly and professionally via live chat, email, phone calls, and social media platforms

* Monitor and respond to customer reviews across platforms (Google, Trustpilot, App Store, etc.), ensuring every voice is heard

* Assist customers throughout their journey — from product creation to delivery — providing a seamless and memorable experience

* Resolve complaints, process refunds, re-prints, and order amendments in line with PastBook's policies

* Guide customers through the PastBook platform, mobile app, and product customisation features 

* Track open cases and follow up proactively to ensure resolution within agreed SLA timelines

* Identify and escalate complex or recurring issues to senior team members with full documentation

Order Management

* Monitor customer orders end-to-end, flagging and following up on delays, quality issues, or fulfilment discrepancies

* Coordinate with production and printing teams to investigate and resolve order-related problems

* Accurately log all customer interactions, order updates, and resolutions in the CRM system

* Proactively communicate order status updates to customers, especially in cases of delay or exception

* Support improvement of order management workflows by surfacing recurring issues and feedback trends