Customer Service Assistant

About the Role

We are seeking a friendly and organised Customer Service Assistant to join our team. This role involves providing exceptional support to our customers by managing inboxes, resolving queries, tracking lost parcels, and addressing customer needs efficiently and professionally. If you’re proactive, detail-oriented, and enjoy problem-solving in a fast-paced environment, this role offers an excellent opportunity to grow and make a meaningful impact.

As a Customer Service Assistant, you will be the first point of contact for our customers, ensuring their queries are resolved promptly and to the highest standard. Whether it’s tracking orders, processing returns, or answering product questions, your role will be integral to delivering a seamless customer experience.

Responsibilities

Customer Support & Query Resolution:

• Respond promptly and professionally to customer enquiries via email, chat, and phone.
• Assist customers with product information, order tracking, and general queries.
• Investigate and resolve issues related to lost parcels, damaged items, or incorrect orders.
• Process refunds, replacements, and returns accurately and efficiently.

Inbox & Workflow Management:

• Monitor and manage customer service inboxes to ensure all queries are handled within set timeframes.
• Prioritise tasks effectively to address urgent issues and maintain workflow.

Problem Solving & Resolution:

• Liaise with couriers and suppliers to resolve delivery or product issues.
• Proactively identify common problems and escalate recurring issues to management for process improvement.
• Offer alternative solutions when appropriate, balancing customer satisfaction and company policies.

Documentation & Reporting:

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily reports on customer service metrics, highlighting trends and areas for improvement.

Experience:

• Previous experience in customer service, retail, or a related field (preferred but not essential).
• Strong written and verbal communication skills, with the ability to convey information clearly and empathetically.
• Proficient in using email, live chat systems, and CRM tools (training provided).
• Excellent problem-solving skills and the ability to think on your feet.
• Strong attention to detail, ensuring accurate records and resolutions.
• Ability to manage time effectively and prioritise tasks in a busy environment.
• A positive and professional attitude, with a focus on delivering exceptional customer service.

Job Types:

Full-time, Permanent

Pay

From £12.71 per hour

Perks & Benefits

This is an excellent opportunity to work in an exciting company and gain unique, valuable experience.

• Central London (WC1X) office with spectacular views of the city and within walking distance from various underground and train stations such as Russell Square, Chancery Lane, King's Cross and Farringdon
• Fun and friendly office environment (table football, fruit bowls, cakes and snacks, drinks fridge, etc.)
• Regular socials
• Pension scheme
• Employee Discount
• Free Parking
• Excellent mentorship and career development
• BlueLight card Discount

Private Medical Insurance (activated after probation), with rewards including:

• Free weekly drink at Café Nero
• Up to 50% off gym memberships (PureGym, Virgin Active, Nuffield Health)
• Discounted Apple Watch purchases
• Up to 40% off fitness trackers and smartwatches (Garmin, Fitbit, Samsung, Polar, Withings)
• Discounted cinema tickets (Vue, ODEON)
• 30% off Merlin attractions (e.g. Alton Towers, Thorpe Park)
• Up to 20% off hotel bookings (up to 4 per year) with Expedia
• Discounts on Waitrose shopping and Mindful Chef food boxes
• Up to 75% off selected Champneys spa breaks
• Vitality American Express Credit Card with up to 2% cashback
• Access to Rakuten TV on-demand movie rentals
• 30-day Deliveroo Plus Gold membership included
• Weekly discounts at Itsu
• Monthly Amazon gift card (£5–£10)
• Up to 25% off luxury hotels with Mr & Mrs Smith
• Exclusive discounts at Gymshark and SportsShoes
• 12-month Fiit fitness membership included
• Up to 25% off bikes or 15% off Turbo e-bikes plus equipment discounts
• WeightWatchers Premium (6 months for £30)
• 12-month Headspace subscription included
• Up to £1,026 cashback on Peloton Tread or £630 on Peloton Bike/Bike+
• Free Allen Carr Easyway stop smoking programme (worth up to £379)

Schedule

• Monday to Friday (9 am - 6 pm)
• Occasional weekend availability as needed
• Job Types: Full-time, Permanent

Education

A-Level or equivalent (required)

Experience

• CRM software: 1 year (required)
• Responding to Emails: 2 years (required)
• Managing Inbox: 1 year (required)
• Customer Service: 2 years (required)