Customer Care Assistant

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