Customer Care Assistant

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 and 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 9:00 am to 5:30 pm on a shift basis (Monday – Wednesday in the 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, including cafés, fitness, beauty, etc.
• North-West London office location is 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