Philip is here to make sure every Book Hero customer has a great experience, from the moment you place an online order, to the moment it arrives. Together with Lizzy in our bookshop, Philip helps ensure you’re well looked after whether you shop online or visit our bookstore in Hobsonville.
At Book Hero, we believe in treating customers the way we’d want to be treated ourselves. That means being there when something goes wrong (rare, but it happens!), stepping in quickly whenever you need help, and always being easy to deal with.
We know from experience that when you’re shopping online, sometimes you just want to talk to a real person - someone who cares, understands what you need, and gets things sorted fast. That’s exactly what Philip does best.
We’ve known Philip for a while now - he is a special and unique person, and perfectly suited to this role. We are very lucky to have him. He’s a passionate reader with an English Literature degree from the University of Auckland, and brings a rare mix of empathy, kindness and systems thinking to everything he does. He’s spent his career working with technology, and can even “speak Alastair” - helping tweak our backend systems and technology so we can keep making things faster and easier for customers and our wider team.
Because Philip puts people at the heart of how he thinks and everything he does, we know he’ll help shape how the team cares for each other, and our customers, as Book Hero continues to grow.
About your role
What’s something small that makes a big difference for customers?
Getting personalised support. It’s easy to provide an answer, but it makes such a big difference when the support is personalised and human, rather than transactional.
What do you think customers value most when something goes wrong?
Customers really value ownership when something goes wrong. They want to feel heard and reassured that the issue is being taken seriously, and they want someone to focus on a quick resolution.
What’s your approach when a customer reaches out needing help?
I always aim to make sure I’ve fully understood what a customer needs help with, and then do my best to provide a quick, empathetic, and comprehensive solution.
Why do you think speaking to a real person still matters in online shopping?
While technology can do a lot of wonderful things, human connection matters most when things go wrong. Being able to explain what’s going on, and having someone understand and respond with empathy helps customers feel heard and valued.
What’s one thing you’re excited to improve behind the scenes for customers?
It’s always important to have easy access to the information and help you need as a customer. I’m excited to introduce new ways for customers to get help or get in touch so that problems don’t stay problems for long.
How do technology and great service work together in your role?
Book Hero has a lot of awesome technology that keeps things running behind the scenes. Having access to the latest supplier information, as well as complex and comprehensive dispatch and shipping updates, puts me in a great position to answer any tricky questions that pop up!
Books and reading
What kind of books do you love to read?
Fantasy is my bread and butter - I’m also a huge fan of magical realism, historical fiction, and a bit of YA.
What’s a book you’d recommend to every Book Hero customer?
‘Nevernight’ by Jay Kristoff
What are you reading right now?
‘The Emperor of Gladness’ by Ocean Vuong
Personality and story
What drew you to Book Hero?
I absolutely love books and it’s awesome to be surrounded by them all day. Book Hero is also full of amazing people who care about what they’re doing, with amazing customers and community as well.
You’re known to be a great baker - what’s your signature recipe, and who’s lucky enough to get to try it?
Chocolate Chip Cookies are always my go-to recipe. I love getting the opportunity to bake them for people and share them.
What’s something a customer might be surprised to learn about you?
I've played 140 hours of Pokemon Pokopia since it came out in March 👀
Tell us about your cats!
I have two Oriental Shorthairs - Monkey and Fox (brothers). They’re incredibly sweet and incredibly silly - they love cuddles, chasing toy springs, talking to pigeons (they have a lot to say but the pigeons don’t often talk back), and growling at dogs.
Favourite place to read?
Anywhere warm, sunny, and quiet!