OMNICHANNEL CUSTOMER SERVICE ASSISTANT
Location: London Head Office
Reports to: Omnichannel Customer Service and Aftersales Supervisor
Full-Time: Monday–Friday
Availability to work on UK bank holidays (on a rotational basis) is required.
The role
Jimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey. You’ll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you’ll need excellent time management, strong administrative skills, and a keen eye for detail.
Key Responsibilities
* Support the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpoints.
* Assist with the coordination and distribution of training materials and internal communications for our global Customer Service team.
* Provide operational and administrative support for our online aftercare and repair services, including logistics and shipping coordination.
* Assist with reporting and performance tracking, ensuring accuracy and timely delivery of data.
* Support regular testing of website functionality and Customer Service content to maintain quality and consistency.
* Gain efficient working knowledge of Jimmy Choo’s omnichannel tools and systems, including the Aftersales Portal, SAP, ZenDesk, Back Office, and CRM platforms, and champion best practices across the team.
* Develop working knowledge of Jimmy Choo products from an aftersales perspective—including materials, product care, warranty, and policies—to support effective internal service and escalation handling.
* Conduct competitor benchmarking and share insights with the wider Omnichannel team.
* Proactively identify opportunities to improve processes and support the optimisation of customer service workflows.
* Coordinate and manage the dispatch of gifts to clients.
* Provide general administrative and project support as needed.
* Please note this is primarily a support role and does not involve direct day-to-day customer interaction.
Skills & Experience
* A strong interest in e-commerce, aftersales operations, and luxury retail.
* A natural communicator and team player with a passion for delivering an exceptional client experience.
* Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); confident in preparing presentations and documentation.
* Excellent attention to detail and an analytical, solution-focused mindset.
* Outstanding written and verbal communication skills in English.
* Comfortable liaising with internal teams and third-party partners via email, phone, and video conferencing.
* Flexible, proactive, and self-motivated, with the ability to manage multiple tasks and work to tight deadlines.
* Fluency in another European language is a plus.
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