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:
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Respond promptly and effectively to customer queries across email, live chat, and social media, assisting with delivery/returns, exchanges, and any product-related issues.
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Engage with customer comments in a tone that is positive, responsive, and aligned with our brand voice and audience via social media channels.
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Use various customer service platforms, including Shopify and Gorgias, to manage orders and communications.
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Perform accurate data entry and reporting, including updating weekly dispatch and backorder.
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Liaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelines.
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Communicate with the Production and Social teams to maintain accuracy in product details, availability, and launch communications.
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Demonstrate strong product knowledge and a genuine passion for the brand in all customer interactions.
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Resolve issues related to shipping, sizing, and pricing across all platforms with accuracy and professionalism.
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Work proactively toward achieving set goals, targets, and KPIs, contributing to continuous improvement in customer service delivery.
Requirements
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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)
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Dedicated to providing excellent customer service
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A problem solver, able to take initiative
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Strong communication skills, both written and verbal
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Good knowledge of Excel and using Outlook emails
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Diligent with strong organisational skills
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Friendly and enthusiastic
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A real passion for fashion and the Jaded brand
Benefits
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50% Employee Discount
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24 days holiday per year (plus bank holidays)
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A paid day off on your birthday
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A paid moving day per year
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Hybrid Working Arrangements
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Pension Scheme
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Bonus Scheme
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Employee Assistance Programme for you and your family
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£500 employee referral bonus scheme
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Local Business Discounts (cafés, fitness, beauty etc)
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North-West London office location directly located next to good transport links
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Casual office dress code (your style of dress is up to you, wear what you feel best in)
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Fully-stocked kitchens and fridges (hello endless brekkie and snack supply, see ya afternoon munchies)
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Regular Office Social Events (e.g. payday socials)