Proactive DTC Customer Care Specialist (3-Month Contract)

Jellycat

Greater London

On-site

GBP 22,000 - 28,000

Full time

4 days ago

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Job summary

Jellycat, a beloved UK toy brand, is seeking a proactive Customer Service Advisor to join our Direct to Customer (DTC) team in London. You will handle inquiries via phone, email and live chat, processing order edits and coordinating with couriers to keep customers informed.

You will work toward KPIs on response and resolution times, delivering exceptional service in a fast-paced peak period. The 3-month contract supports our seasonal demand while you help ensure smooth order fulfilment.

Qualifications

Experience in customer service is ideal.
Professional writing and clear communication.
Ability to learn quickly.
Strong interpersonal skills and a can-do attitude.
Enjoy working as part of a team.
Able to prioritise during peak periods.

Responsibilities

Manage customer interactions across phones, emails and live chat, providing exceptional service and resolving queries.
Proactively communicate with customers regarding order updates, delays and resolutions.
Process order edits, including changes, cancellations and special requests, accurately.
Liaise with external courier services to resolve delivery issues and track shipments.
Collaborate with internal departments to address customer needs and ensure smooth order fulfilment.
Achieve KPIs for response times, resolution times and customer satisfaction.