# Customer Care Assistant

**Company:** [Jaded London](null/companies/o9ZtPFaw9uSbcSvxLEH687.md)
**Location:** London, United Kingdom
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](null/view/f42cf460-a25f-45c9-a87e-285f2eaad3c1)

## Description

**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 - 1 day per week WFH after 6 month probation
-   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)