Omnichannel Customer Service & Aftersales Assistant

Jimmy Choo; Greater London; On-site; GBP 25,000 - 32,000; Full time

Job summary

Jimmy Choo is seeking a proactive Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel CS and Operations team in London. This role focuses on administration, reporting and operational coordination to ensure a seamless experience for online clients.

Working within a luxury retail environment, you will develop knowledge of products, warranties and policies to support effective internal service and escalation handling, with opportunities to contribute to process

Qualifications

• Experience in e-commerce or aftersales operations is desirable.
• Excellent written and verbal English communication skills.
• Ability to work within defined processes and support a fast-paced team.

Responsibilities

• Support Omnichannel Customer Service and Online Aftersales teams across touchpoints.
• Coordinate logistics and shipping; assist with shipment tracking and stock movements.
• Maintain trackers, reports and process documentation; support website functionality testing.

Skills

Communication

Team player

Attention to detail

Time management

Organisational skills

MS Office

Reporting

Coordination

Customer service mindset

Tools

SAP

Zendesk

CRM platforms

Back Office

Job description

OMNICHANNEL CUSTOMER SERVICE AND AFTERSALES ASSISTANTLocation: London Head OfficeReports to: Omnichannel Customer Service and Aftersales SupervisorFull-Time: Monday–FridayAvailability to work on UK bank holidays (on a rotational basis) is required.The RoleJimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey.This is a hands-on support role with a strong focus on administration, reporting, operational coordination, and supporting day-to-day business activities. You’ll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you'll need excellent time management, strong administrative skills, and a keen eye for detail.Please note this is primarily a support role and does not involve direct day-to-day customer interaction.Key ResponsibilitiesSupport the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpointsProvide operational and administrative support for the Omnichannel team, including logistics and shipping coordinationAssist with performance tracking, ensuring accuracy and timely delivery of dataMaintain and update internal trackers, reports, process documentation, and shared team resources to support day-to-day operationsSupport regular testing of website functionality and Customer Service content to maintain quality and consistencyGain efficient working knowledge of Jimmy Choo's omnichannel tools and systems, including the Aftersales Portal, SAP, Zendesk, Back Office, and CRM platforms, and champion best practices across the teamDevelop working knowledge of Jimmy Choo products from an aftersales perspective, including materials, product care, warranty, and policies, to support effective internal service and escalation handlingAssist with shipment tracking, repair coordination, stock movements, and other operational activities to support the smooth running of the departmentConduct competitor benchmarking and share insights with the wider Omnichannel teamSupport the creation and maintenance of training materials, process guides, and team documentationTake direction from and work in close collaboration with the Omnichannel Customer Service and Aftersales Supervisor, keeping them informed of progress, priorities, and any issues in a timely mannerFlag observations and suggestions for process improvements to your line manager, contributing to the ongoing optimisation of customer service workflowsWork within defined processes, escalation frameworks, and quality standards, ensuring all outputs are accurate, thorough, and reviewed before submissionCoordinate and manage the dispatch of gifts to clientsProvide general administrative and project support as neededSkills & ExperienceA strong interest in e-commerce and aftersales operations, as well as luxury retailA natural communicator and team player with a passion for delivering an exceptional client experienceExcellent attention to detail and an analytical, solution-focused mindsetComfortable working within defined structures and processes, and demonstrates sound judgement in knowing when to escalate to line managerReceptive to feedback and coaching, with a genuine commitment to continuous improvement and professional developmentPositive, proactive, and self-motivated, with a willing-to-learn attitude and the ability to manage multiple tasks and work to tight deadlinesHighly organised with strong administrative skills and a methodical approach to managing competing prioritiesStrong proficiency in Microsoft Office (Excel, Word, PowerPoint); confident in preparing reports, presentations and documentationComfortable liaising with internal teams and third-party partners via email, phone, and video conferencingOutstanding written and verbal communication skills in EnglishFluency in another European language is a plus.—The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [e-mail] compliance with certain Pay Transparency laws, employers are required to disclose a compensation range. The range for this position will vary based on role requirements, skill set, and years of experience. Please note that for salaried roles, the figures reflect full-time equivalency, while for hourly roles, the figures represent the applicable hourly rate.Compensation Range:0.00 - 0.00 GBP