Location: Battersea, London. Full-Time: Permanent. Start Date: ASAP.
About Us
- Aspiga is an award-winning sustainable fashion brand and a certified B Corporation.
- We’re committed to ethical production, responsible sourcing, and putting people and the planet first.
- We operate across e-commerce, wholesale, and retail, working with artisans and suppliers in Kenya and India to produce stylish collections made from natural and sustainable materials.
The Role
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 bestsellers, 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.
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
- Be respectful of others
Key Attributes
- 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.
- An 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
Why Join Aspiga?
- 30 days holiday inc Bank holidays
- An Aspiga gift on your birthday
- Contributory pension scheme
- Cycle to work scheme
- Supporting our communities – Beach cleans & volunteer days
- Discounts on Aspiga products for you to enjoy
- Work for a mission-driven company making a meaningful impact on the planet and communities.
- Opportunity to shape and lead Ecommerce and Digital for a growing sustainable fashion brand.
- Collaborate with a creative, passionate team focused on ethical practices and innovation.
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