We're looking for a Customer Service Representative to join our Customer Experience (CX) team and support customers across email, chat, and social channels.
This is a great role for someone who enjoys helping people, is detail‐oriented, and wants to build a career in CX.
What you'll be doing
You'll be supporting customers day‐to‐day across our core support channels. No phone work, everything is digital.
Customer Support
* Respond to customer enquiries via email, chat, and social media (Gorgias)
* Help customers with orders, sizing, shipping, returns, and exchanges
* Follow processes and use macros to ensure consistent, high‐quality responses
* Accurately tag and manage tickets
Escalations Support
* Escalate more complex or sensitive cases to senior team members
* Learn how to handle refunds, warranty claims, and policy‐based decisions
Social & Reviews
* Respond to customer comments and messages across social platforms
* Support review responses in a professional and helpful tone
Quality & Process
* Follow internal guidelines, policies, and tone of voice
* Contribute to improving help articles and processes over time
* Stay up to date with products, promotions, and updates
What success looks like
* Consistent ticket handling and productivity
* Strong attention to detail and accuracy
* Positive customer feedback (CSAT)
What you bring
* 1–2 years in customer service or a similar role (retail or hospitality also welcome)
* Comfortable using systems and learning new tools
* Ability to manage multiple tasks and stay organised
How you work
* Reliable and consistent
* Willing to learn and take feedback
* Calm and professional when dealing with customers
* Team player who supports others
Why this role
This is a solid starting point into eCommerce and CX. You'll build practical skills across support systems, customer communication, and operations, with room to grow as the team scales!
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