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)