Jellycat have an exciting opportunity for 2 new Website Customer Service Support Advisor’s to join our growing eCommerce Team, reporting to the Global Head of DTC Customer Excellence! We are looking for 1 full-time new starter to work Monday to Friday and a 2nd to work Thursday to Monday.

The role and responsibilities will be (but not limited to):

• Liaising with Royal Mail where necessary
• Answering phone calls from website queries
• Taking orders
• Taking payments
• Dealing with complaints
• Answering customer service tickets that come through via Zendesk- ensuring any information in relation to orders is dealt with in a timely manner, answering any product queries and dealing with complaints.
• Using the customer service helpdesk (Zendesk) and SAP to record all customer service queries and complaints.
• Issuing refunds
• Help with other general customer service tasks required especially during busy periods.
• The position covering Thursday to Monday will also be expected to interact with customers and fans via Instagram and Tiktok.

Required knowledge, experience and skills:

• Ideally previous experience in a customer facing role
• Clear communication (both spoken and written)
• Good working knowledge of Microsoft Office (Outlook, Word and Excel)
• Excellent attention to detail and ability to work accurately
• Customer service helpdesk experience is desirable but not mandatory

About you:

• Passionate about helping customer service and finding solutions
• A confident self-starter, proactive, positive and supportive with an eagerness to learn
• Flexible team player
• Ability to pick things up quickly
• A passion and appreciation for Jellycat products!