Customer Service Agent – Part Time
Jigsaw is looking for a dedicated Customer Service Agent to join our Richmond, London team. You will manage customer interactions across phone, chat, email and in‑store touchpoints, ensuring an exceptional experience from first contact to post‑purchase support.
Key Responsibilities
* Resolve an average of 50 Zendesk tickets per day, prioritising workflow to meet team targets.
* Handle inbound and outbound calls, live chat and email queries, providing accurate product advice and sales opportunities.
* Process customer orders, returns, exchanges and Gift Card transactions using Shopify and One Stock systems.
* Investigate order loss, delivery refund and fraud issues, collaborating with 3rd‑party providers such as Reveni, Global E and Royal Mail.
* Maintain compliance with GDPR data protection policies and notify breaches to the Customer Experience Manager.
* Support store teams with back‑office tasks and One Stock fulfilment, including cancellations, stock adjustments and Nav order deletion.
* Adhere to daily deployment schedules, weekly journal updates and Trustpilot review responses.
* Visit the office as required to resolve tickets or queries, and participate in one‑to‑one training sessions to reach KPIs.
Qualifications & Skills
* Prior experience in customer service or a related field preferred.
* Proficiency in Zendesk or similar customer service software.
* Excellent telephone manner, written communication and problem‑solving skills.
* Strong teamwork, independent decision‑making and a positive customer‑focused mindset.
* Adaptability to business changes, new processes and tools while maintaining confidentiality.
* Ability to work independently and collaboratively in a fast‑paced environment.
Benefits
* Staff discount schemes – up to 70% off season items.
* Unum life assurance, Help@Hand support and access to wellbeing resources.
* Office fruit and regular fruit perks.
Equity & Opportunity Statement
We are committed to equality of opportunity for all staff. Applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity.
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