Customer Care Assistant

Jaded London; London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A fashion brand in London is looking for a Customer Care Representative to ensure a smooth customer experience across various platforms. Responsibilities include responding to customer inquiries, managing orders, and liaising with warehouse teams. Ideal candidates should possess strong communication skills, be dedicated to customer service, and show a passion for fashion. The role offers a hybrid working arrangement and benefits such as a 50% employee discount and 24 days of holiday.

Benefits

50% Employee Discount

24 days holiday per year

A paid day off on your birthday

A paid moving day per year

Hybrid Working Arrangements

Pension Scheme

Bonus Scheme

Qualifications

• Ability to work from 9:00am to 5:30pm on a shift basis.
• Dedicated to providing excellent customer service.
• Friendly and enthusiastic with a real passion for fashion.

Responsibilities

• Respond to customer queries via email, live chat, and social media.
• Use customer service platforms to manage orders and communications.
• Liaise with warehouse teams to ensure timely order fulfilment.

Skills

Strong communication skills

Organizational skills

Problem-solving

Customer service

Knowledge of Excel

Job description

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

• 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.

Requirements

• Ability to work from 9:00am to 5:30pm on a shift basis (Monday – Wednesday 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

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
• 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)