Website Customer Service Support

2 weeks ago


London, United Kingdom Jellycat Full time

**Jellycat** have an exciting opportunity for **2** new **Website Customer Service Support Advisor’s **to join our growing eCommerce Team, reporting to the Global Head of DTC Customer Excellence We are looking for 1 full-time new starter to work **Monday to Friday** and a 2nd to work **Thursday to Monday.**

The role and responsibilities will be (but not limited to):

- Liaising with Royal Mail where necessary
- Answering phone calls from website queries
- Taking orders
- Taking payments
- Dealing with complaints
- Answering customer service tickets that come through via Zendesk
- ensuring any information in relation to orders is dealt with in a timely manner, answering any product queries and dealing with complaints.
- Using the customer service helpdesk (Zendesk) and SAP to record all customer service queries and complaints.
- Issuing refunds
- Help with other general customer service tasks required especially during busy periods.
- The position covering Thursday to Monday will also be expected to interact with customers and fans via Instagram and Tiktok.

**Required knowledge, experience and skills**:

- Ideally previous experience in a customer facing role
- Clear communication (both spoken and written)
- Good working knowledge of Microsoft Office (Outlook, Word and Excel)
- Excellent attention to detail and ability to work accurately
- Customer service helpdesk experience is desirable but not mandatory

**About you**:

- Passionate about helping customer service and finding solutions
- A confident self-starter, proactive, positive and supportive with an eagerness to learn
- Flexible team player
- Ability to pick things up quickly
- A passion and appreciation for Jellycat products


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