Customer Care Assistant

Reports to:Customer Care LeadRole 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 issuesEngage with customer comments in a tone that is positive, responsive, and aligned with our brand voice and audience via social media channelsUse various customer service platforms, including Shopify and Gorgias, to manage orders and communicationsPerform accurate data entry and reporting, including updating weekly dispatch and backorderLiaise with the warehouse team to ensure timely order fulfilment and adherence to delivery timelinesCommunicate with the Production and Social teams to maintain accuracy in product details, availability, and launch communicationsDemonstrate strong product knowledge and a genuine passion for the brand in all customer interactionsResolve issues related to shipping, sizing, and pricing across all platforms with accuracy and professionalismWork proactively toward achieving set goals, targets, and KPIs, contributing to continuous improvement in customer service deliveryRequirementsAbility 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 serviceA problem solver, able to take initiativeStrong communication skills, both written and verbalGood knowledge of Excel and using Outlook emails Diligent with strong organisational skillsFriendly and enthusiasticA real passion for fashion and the Jaded brandBenefits50% Employee Discount24 days holiday per year (plus bank holidays)A paid day off on your birthdayA paid moving day per yearHybrid Working ArrangementsPension SchemeBonus SchemeEmployee Assistance Programme for you and your family£500 employee referral bonus schemeLocal Business Discounts (cafés, fitness, beauty etc)North-West London office location directly located next to good transport linksCasual 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)