Consumer Care Agent (4 months FTC)

September 12, 2024

Joseph Joseph

London

OTHER

At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.
We are looking for a passionate individual to join our dynamic and talented in-house global Customer Care Team who always thinks with a ‘Customer First’ approach. As a Customer Care Agent, you will touch on every point of the customer journey, from pre-sale through to after-care. Most importantly, we are looking for someone to represent the customer’s voice, ensuring that this is at the very heart of the brand across the entire business. You will predominantly work across our own Direct-to-Consumer websites including the UK, US, Australia, Europe, French and German markets.

What you will be doing:

Be a brand and customer ambassador; act as the voice of Joseph Joseph, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience;
Answer customer enquiries via different channels; email, live chat and social media;
Ensure customer enquiries are dealt with promptly and in line with our service level agreement;
Exceed customer satisfaction and efficiency metrics set by the Customer Care Team Leader;
Make use of macros/template responses to reduce resolution time and ensure a consistent approach;
Deal with pre/post order-related queries, including product/stock advice, returns, replacements, refunds, delivery tracking, and any other issues that may arise in the checkout or order fulfilment process;
Report any website/product issues to management as promptly as possible to ensure the quickest resolution;
Work closely and cross-functionally with key departments, including Ecommerce, Design, Sales and Operations to deliver an excellent customer proposition.

What we need from you:

Experience in a Customer Service role, preferably within an E-commerce business
Must have Zendesk/Gorgias experience, or similar
Shopify and Net Suite/SAP experience are an advantage, or similar
Natural communicator with extremely strong oral and written communication skills
Ability to recognise problems, present solutions and drive change
Highly adaptable and committed to the business needs, especially during peak periods of trade
Resilient in the face of tight deadlines and comfortable managing multiple tasks

What you’ll get from us: