Customer Care Assistant

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)