We have a great opportunity for a Customer Care Advisor to join the Jaded London team!

From the time the Jaded customer orders through to delivery to their home, our customer care team work to monitor customer orders and ensure seamless delivery to the customer. In the event a customer should contact our customer care team via email, live chat, or social media, the team is ready and empowered to provide flawless service and resolve the issue.

Hours:

  • Mon – Fri, 1.30pm – 10pm. Homebased with occasional office attendance.

    • Responsibilities and Duties: 

  • Dealing with customer queries and assisting with returns, exchanges, and any product faults, via email/live chat/social media
  • Access to Jaded social media accounts; responding to any customer comments with a positive and responsive voice that remains reflective of our audience and the brand
  • Using a number of different customer service software, including Shopify/Gorgias
  • Data entry, including:
  • Processing and updating the weekly dispatch, back order, and returns reports
  • Weekly collating of all data in regard to the number of emails replied to, response times, returns processed, etc.
  • Using data to identify areas for improvement in maintaining a seamless customer journey
  • Liaising with the warehouse to ensure quick dispatch, order fulfilment, and delivery dates are met
  • Communicating with the Production and Social teams to ensure accurate product information and launch dates are correctly communicated
  • Demonstrating a great knowledge of our product and general love for the brand
  • Handle any shipping, size, or price issues across all platforms
  • Work towards a set of goals, targets, and KPIs

    • Requirements:

  • 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

    • What’s in it for me?

  • 50% Employee Discount
  • 24 days holiday per year (plus bank holidays)
  • A paid day off on your birthday
  • A paid volunteering day per year
  • A paid moving day per year
  • Hybrid Working Arrangements
  • Defined Benefit Pension Scheme
  • Employee Assistance Programme for you and your family
  • £500 employee referral bonus scheme
  • Local Business Discounts (joe and the juice, 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 you afternoon munchies)
  • Regular Office Social Events (e.g. payday socials)

    • What does Jaded stand for?
    Our employees play an integral part in Jaded London achieving its vision; to be at the forefront of culture, collaborating with makers and creators to inspire the world.

    All Jaded employees uphold 3 key principles, or Company values, that drive the business, employee experience, and relationship with our customers: seek inspiration, always improve and build community.

    Jaded London is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. With our in-house Diversity & Inclusion Committee, we work together to ensure our environment remains one where difference is not only respected but encouraged and celebrated, and people can bring their authentic, unique selves to work. We are proud to be an equal opportunities employer.

    Join us on our exciting journey, we have ambitious growth plans and finding the right people for the right roles is key to unlocking our success!