Customer Care Assistant

Jaded London Limited; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

50% Employee Discount

24 days holiday per year (plus bankhol

A paid day off on your birthday

A paid moving day per year

Hybrid Working Arrangements

Pension Scheme

Bonus Scheme

Employee Assistance Programme for you

£500 employee referral bonus scheme

Local Business Discounts (cafés, gym,)

Job summary

Jaded London Limited is seeking a Customer Care Lead to guide the front-line team. From order placement to delivery, you will monitor progress, resolve issues, and uphold the brand's service standards across email, live chat and social media.

You will collaborate with warehouse, production and social teams, maintain product details accuracy, handle shipping, sizing and pricing questions, and contribute to KPIs while working a hybrid schedule in North-West London.

Qualifications

• Respond promptly and effectively to customer queries across email, live chat, and social media, assisting with delivery/returns, exchanges, and any product-related issues.
• Engage with customer comments in a tone that is positive, responsive, and aligned with our brand voice and audience via social media channels.
• Use various customer service platforms, including Shopify and Gorgias, to manage orders and communications.
• Perform accurate data entry and reporting, including updating weekly dispatch and backorder.
• Liaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelines.

Responsibilities

• Respond promptly to customer queries across channels.
• Assist with delivery, returns, and exchanges.
• Maintain brand-aligned tone on social channels.
• Use Shopify and Gorgias to manage orders and communications.
• Update weekly dispatch and backorder data.
• Coordinate with warehouse for timely fulfilment.

Skills

Customer service

Communication

Problem solving

Excel

Outlook

Organization

Teamwork

Tools

Shopify

Gorgias

Job description

Reports to:

Customer Care Lead

Role Overview:

From the moment a Jaded customer places an order to the final delivery at their doorstep, our Customer Care Team actively monitors each step to ensure a smooth and seamless experience. Should a customer reach out via email, live chat, or social media, our team is fully equipped and empowered to deliver exceptional service and resolve any issues promptly.

Responsibilities & duties:

• Respond promptly and effectively to customer queries across email, live chat, and social media, assisting with delivery/returns, exchanges, and any product-related issues.
• Engage with customer comments in a tone that is positive, responsive, and aligned with our brand voice and audience via social media channels.
• Use various customer service platforms, including Shopify and Gorgias, to manage orders and communications.
• Perform accurate data entry and reporting, including updating weekly dispatch and backorder.
• Liaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelines.
• Communicate with the Production and Social teams to maintain accuracy in product details, availability, and launch communications.
• Demonstrate strong product knowledge and a genuine passion for the brand in all customer interactions.
• Resolve issues related to shipping, sizing, and pricing across all platforms with accuracy and professionalism.
• Work proactively toward achieving set goals, targets, and KPIs, contributing to continuous improvement in customer service delivery.

• Ability to work from 9:00am to 5:30pm on a shift basis (based on 3 days Monday - Friday in office, Saturday-Sunday work from home)
• Dedicated to providing excellent customer service
• A problem solver, able to take initiative
• Strong communication skills, both written and verbal
• Good knowledge of Excel and using Outlook emails
• Diligent with strong organisational skills
• Friendly and enthusiastic
• A real passion for fashion and the Jaded brand

• 50% Employee Discount
• 24 days holiday per year (plus bank holidays)
• A paid day off on your birthday
• A paid moving day per year
• Hybrid Working Arrangements
• Pension Scheme
• Bonus Scheme
• Employee Assistance Programme for you and your family
• £500 employee referral bonus scheme
• Local Business Discounts (cafés, fitness, beauty etc)
• North-West London office location directly located next to good transport links
• Casual office dress code (your style of dress is up to you, wear what you feel best in)
• Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
• Regular Office Social Events (e.g. payday socials)