Customer Care Assistant

Jaded London; Greater London; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

50% Employee Discount

24 days holiday per year (plus bank)

Birthday day off

Moving day per year

Hybrid Working - 1 day WFH

Pension Scheme

Bonus Scheme

Employee Assistance Programme

£500 referral bonus

Local business discounts

Casual office dress code

Fully-stocked kitchens

Office social events

Job summary

Jaded London is seeking a customer care executive to monitor orders and provide exceptional service from inquiry to delivery. You’ll handle emails, live chat and social media, resolving issues and ensuring brand consistency.

In a hybrid setup, you’ll work in the North-West London office with one WFH day per week after probation, enjoying a 50% staff discount, holiday entitlement, a birthday off, and a supportive team culture that values fashion-forward service.

Qualifications

• Customer-focused individuals with a proactive mindset.
• Experience managing multi-channel inquiries is beneficial.

Responsibilities

• Respond promptly to customer queries across email, live chat, and social media.
• Assist with delivery, returns, exchanges and product issues.
• Engage with comments on social channels in a positive brand voice.
• Use Shopify and Gorgias to manage orders and communications.
• Data entry and reporting, including weekly dispatch/backorder updates.
• Liaise with warehouse for timely fulfilment and delivery timelines.
• Collaborate with Production and Social teams on product details and launches.
• Demonstrate strong product knowledge and brand passion in interactions.
• Resolve shipping, sizing, and pricing issues across platforms.

Skills

Customer service

Problem solving

Communication skills

Excel & Outlook

Organisational skills

Friendly attitude

Brand passion

Tools

Shopify

Gorgias

Job description

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.

Working Hours & Schedule

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)

Key Attributes

• 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

Benefits

• 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 - 1 day per week WFH after 6 month probation
• 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)