Customer Care Assistant
About this job
Reports to: Customer Care Lead 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. Requirements • 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) • 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 • 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)