Customer Service Advisor

Customer Service Advisor
  • Full time 40 hour contract
  • Monday – Friday 9 – 6 pm with some weekend work to support brochure drops
  • Competitive salary
  • Start March 2024
  • Based in Battersea, London

THE POSITION: CUSTOMER SERVICE ADVISOR
ABOUT US: Aspiga is a B-Corp certified fashion brand and winner of the Drapers Sustainable Independent Brand Award 2022, with a long-standing commitment to sustainability and ethical values.
Established in 2005, we partner with artisans and clothing manufacturers, primarily in Kenya and India, to create contemporary and stylish clothing collections for women and men using natural, organic and sustainable materials.
Aspiga is a multi-channel retailer generating sales online, via range of wholesale relationships and a network of retail shops in the UK and one in Barbados. We focus on selling ethically sourced, beautifully designed and sustainable clothing, beachwear and accessories.

At Aspiga, we believe remarkable talent, enthusiasm, and creative thinking add up to great work.
We are looking for a versatile new member of the team; a good communicator, with excellent personal and writing skills, to join our customer service team. This person will be the first point of contact for Aspiga for helping and advising customers via telephone, email, live chat or social media channels. This will involve fulfilling and taking orders, processing returns, handling complaints, answering enquiries, providing information, trouble shooting and making sure customer feedback is captured and fed back into the organisation so we continue to improve.

JOB ROLE AND RESPONSIBILITIES

  • You will be responsible for all customer service for Aspiga, based in the HQ in Battersea, ensuring all customer contacts are handled in a timely and appropriate manner, always with an absolute commitment to delivering the very best customer experience, reporting into a senior customer service lead.
  • Using our Gorgias platform to communicate with customers across all platforms, including reviews, web chat, emails, phones and social media messages.
  • Ensuring any technical issues with an order are reported and followed up internally and with the customer including order amends, miss picks, oversells and delivery issues.
  • Acting on feedback and remaining alert to improvements to service levels via changes to the website T&Cs, FAQs.
  • Maintaining customer unsubscribe and additional databases for the Marketing Team
  • Problem solving with buying team on any potential QC issue highlighted by customers.
  • Chasing up tracking enquiries with mail service providers and updating customers accordingly
  • Developing a detailed and in-depth knowledge of the brand and products including best sellers, top volumes, reviewing products on the website and using copy made available by the marketing team.
  • Develop a knowledge of the Promotional Calendar, Marketing activity and Key Campaigns including Product launches & support Brand events where necessary.

ASPIGA EXTRA BENEFITS

  • 30 days holiday inc Bank holidays
  • For each year of service, an added day of holiday (up to 3 additional days)
  • An Aspiga gift on your birthday
  • Contributory pension scheme
  • Cycle to work scheme
  • Mental Health support with Lifeworks
  • Supporting our communities – Beach cleans & volunteer days
  • Discounts on Aspiga products for you to enjoy
  • Exclusive B Corp Brand discounts

PEOPLE SKILLS

  • Ability to develop excellent working relationships within the business.
  • Develop and implement the Aspiga’s Customer Service SLA’s
  • Maintain professional behaviour in the workplace.

KEY ATTRIBUTES – we are looking for someone with…

  • 1-2 years of experience in retail customer service including online and social media
  • A strong team player who is a true brand and business ambassador
  • A confident, calm and knowledgeable individual with the presence and personality to be a brilliant first point of contact for Aspiga.
  • A uncompromising belief in the value of great customer service and a desire to do whatever possible to deliver it for Aspiga.
  • Experience of Gorgias platform desired
  • Ability to influence effectively within the business and put across views appropriately.
  • Highly organised and the ability to work to deadlines.
  • Self-motivated and committed to developing skills.
  • Key skills in ecommerce and reporting systems – Shopify skills an advantage
  • Proficiency in Microsoft Word, Excel

Aspiga is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.

Please send your CV and Cover Letter to sarah@aspiga.com.

Closing date: 23rd February 2024. We’ll be interviewing as we go along, so we’d encourage you to submit your application at the earliest opportunity, as the role may close earlier than advertised.

Return to homepage >