About Us
Jolie Moi Concessions Ltd is a fast-growing fashion company based in Essex. Our signature brand, Jolie Moi, is proudly stocked in major UK department stores such as John Lewis, Next, Debenhams, and SilkFred. As we continue to grow, we're looking for a dedicated and experienced Customer Service Assistant to join our E-commerce team.
About the Role
We're seeking a highly motivated, customer-focused professional with at least 2 years of recent experience in the fashion industry, either as a Sales Assistant or Customer Service Assistant. You'll be the key point of contact for customers shopping through our online channels, ensuring their experience reflects the quality and care that defines our brand.
Main Responsibilities
* Respond promptly and professionally to customer enquiries via phone and email, providing accurate information about our products, deliveries, returns, and policies.
* Process online and phone orders, handle returns and refunds, and support customers throughout the buying journey. (Full training provided)
* Assist customers with order issues on various e-commerce platforms (e.g. Shopify, John Lewis, SilkFred) and liaise with third-party customer service teams to resolve post-sale issues. (Full training provided)
* Be the primary contact for product enquiries, managing after-sales care including reviews, returns, repairs, and exchanges.
* Clearly and concisely communicate company policies to customers in a professional manner.
* Maintain up-to-date client records and ongoing correspondence.
* Investigate and resolve customer issues related to fraudulent orders, chargebacks, and disputes, ensuring all actions align with company policy.
* Provide detailed product and merchandising support where required, including platform-specific queries.
Job Requirements
* Minimum 2 years' experience in a customer service or sales assistant role within the fashion e-commerce industry
* Strong e-commerce background with working knowledge of platforms like Shopify, SilkFred, etc.
* Sales-oriented mindset with a focus on delivering excellent customer service
* Quick learner with strong product knowledge retention
* Excellent written and verbal communication skills, with professional phone etiquette
* Ability to work efficiently in a fast-paced, detail-oriented environment
* Strong Microsoft Office skills (Excel, Outlook, Word); ability to quickly adapt to new systems
* Typing speed of 45+ WPM is preferred
* Fluent in English, with strong writing and grammar skills essential for clear communication
What We Offer
* Competitive salary based on experience
* Staff discount on Jolie Moi products
* Training and development opportunities
* A collaborative and creative working environment
* Opportunity to be part of a growing fashion brand with exciting future prospects
Job Types: Full-time, Part-time, Permanent, Temporary, Fixed term contract, Temp to perm, Apprenticeship, Graduate, Internship
Contract length: 12 months
Pay: £25,000.00-£28,000.00 per year
Expected hours: 24 – 40 per week
Benefits:
* Casual dress
* Employee discount
* Flexitime
* On-site parking
* Store discount
Work Location: In person