Multichannel Customer Service Advisor (3-Month Contract)

Jellycat Toy Co. Ltd.; Greater London; Hybrid; GBP 15,000 - 21,000; Full time

Job summary

Jellycat Toy Co. Ltd. is seeking a proactive Customer Service Advisor to join our DTC team in a fast-paced environment. You will handle customer inquiries via phone, email and live chat, manage order edits and liaise with couriers to ensure timely deliveries.

You will work toward KPIs for response and resolution times as well as customer satisfaction, contributing to a smooth operation during peak periods. This is a 3 month contract with a supportive team and a focus on high-quality service.

Qualifications

• Previous customer service experience preferred.
• Strong written and verbal communication skills.
• Excellent interpersonal skills and a can-do attitude.

Responsibilities

• Manage customer interactions via phone, email and live chat to deliver exceptional service.
• Proactively update customers on order status, delays, and resolutions.
• Process order edits, including changes, cancellations and special requests.
• Liaise with external courier services to resolve delivery issues and track shipments.
• Collaborate with internal teams to ensure smooth order fulfilment.
• Meet KPIs for response time, resolution time and customer satisfaction.
• Prioritise daily tasks to meet deadlines and maintain service quality.
• Provide feedback on recurring issues to improve processes.

Job description

Jellycat Toy Co. Ltd. is seeking a proactive Customer Service Advisor to join our DTC team in a fast-paced environment. You will handle customer inquiries via phone, email and live chat, manage order edits and liaise with couriers to ensure timely deliveries.

You will work toward KPIs for response and resolution times as well as customer satisfaction, contributing to a smooth operation during peak periods. This is a 3 month contract with a supportive team and a focus on high-quality service.