Reports to:

Customer Care Manager

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.

Ability to work from 9:00am to 5:30pm on a shift basis (Monday – Wednesday 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

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 (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)

Jaded London remote jobs

Freelance Social and PR Co-ordinator - focusing on the Chinese Market

Customer Care Assistant