Customer Care Agent, Joseph Joseph
+ Performance related bonus
Innovative and functional houseware
Be an early applicant
Innovative and functional houseware
101-200 employees
Be an early applicant
+ Performance related bonus
101-200 employees
Company mission
To create desirable products that enhance everyday life and stay true to our philosophy of creating Brilliantly Useful Design.
Role
Who you are
- Fluent in English
- Experience in a Customer Service role, preferably within an E-commerce business
- Ideally have Zendesk experience, or similar
- Shopify and SAP experience are an advantage, or similar
- Ability to demonstrate and deliver first-class customer service
- Natural communicator with extremely strong oral and written communication skills
- Ability to recognise problems, present solutions and drive change
- Highly adaptable and committed to the business needs, especially during peak periods of trade
What the job involves
- We are looking for a passionate individual to join our dynamic and talented in-house global Customer Care Team who always thinks with a ‘Customer First’ approach
- As a Customer Care Agent, you will touch on every point of the customer journey, from pre-sale through to after-care
- Most importantly, we are looking for someone to represent the customer’s voice, ensuring that this is at the very heart of the brand across the entire business
- You will predominantly work across our own Direct-to-Consumer websites including the UK, US, Australia, Europe, French and German markets
- Be a brand and customer ambassador; act as the voice of Joseph Joseph, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience
- Answer customer enquiries via different channels; email, live chat, social media and phone
- Ensure customer enquiries are dealt with promptly and in line with our service level agreement
- Exceed customer satisfaction and efficiency metrics set by the Customer Care Team Leader
- Make use of macros/template responses to reduce resolution time and ensure a consistent approach
- Deal with pre/post order-related queries, including, but not limited to; product/stock advice, returns, replacements, refunds, delivery tracking, and any other issues that may arise in the checkout or order fulfilment process
- Report any website/product issues to management as promptly as possible to ensure the quickest resolution
- Work closely and cross-functionally with key departments, including Ecommerce, Design, Sales and Operations to deliver an excellent customer proposition
Salary benchmarks
Our take
Based in London, family business Joseph Joseph pairs Cambridge University business and a Central St Martins Product Design graduates into a sleek and functional homeware and product manufacturing company. Founded in 2003, kitchen and homeware designed by Joseph Joseph are now available in leading department stores, independent shops, eCommerce channels, and in over 100 countries across the globe. In 2022, the founding brothers reported a turnover on its more than 450 products that exceeded £130M.
Joseph Joseph champions products that are effective and striking, using its blend of business and creative savvy to keep things stylish yet practical. The same can be said of its work culture, with the company announcing in 2023 that it has partnered with performance management and employee retention platform OpenBlend to manage its workforce. This highlights the company’s keen eye for tech innovations to enhance its activities.
With many awards under its belt, Joseph Joseph is still keeping a firm grip on its outgoings in light of inflation and economic trade stresses, all whilst reducing its packaging and carbon footprint. With rising costs throughout its supply chain, Joseph Joseph continues to keep its operations as efficient as its products.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Company benefits
- Flexible working
- Mental wellbeing support
- Holiday trading
- Additional holiday for length of service
- Company bonus scheme
- Generous discounts for you and friends and family
- Season ticket loan and cycle-to-work scheme
- Even more discounts with Perkbox
Company HQ
London, UK
Leadership
Richard Joseph
(Co-Founder & CEO)Studied Business at Cambridge University.
Antony Joseph
(Co-Founder & Creative Director)Previously Studied Design at St Central Martins and worked as a Freelance product designer.
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