Customer Care Agent

Joseph Joseph Ltd; Greater London; Hybrid; GBP 28,000 - GBP 36,000; Full time

Job summary

A leading houseware brand based in Greater London seeks a passionate Customer Care Agent to join their global team. You will provide exceptional service across various channels and represent the customer’s voice throughout the organization. Key requirements include experience in customer service, strong communication skills, and adaptability. This role includes competitive salary, performance bonuses, and a hybrid work model with 3 days in the office and 2 days at home.

Benefits

Competitive salary and holiday allowance

Company performance related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Hybrid working

External private employee wellbeing support

Access to Perkbox

Volunteer days

Team Recognition scheme

Training and Development

Holiday carry-over scheme

Season-ticket travel loan

Cycle to work scheme

Parental Leave support

Holiday trading and extra holiday days for long service

Qualifications

• Experience in a customer service role, preferably within an e-commerce business.
• Ability to deliver first-class customer service.
• Natural communicator with strong oral and written skills.

Responsibilities

• Act as the voice of the company, providing an engaging customer experience.
• Handle inquiries via email, live chat, social media, and phone.
• Work closely with key departments to improve customer satisfaction.

Skills

Fluent in English

Customer service experience

Zendesk experience

Strong communication skills

Problem-solving abilities

Adaptability

Tools

Shopify

SAP

Job description

Overview

At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life.

Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.

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.

What you will be doing

• 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

What we need from you

• 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 you will get from us

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• 24/7 healthcare appointment support
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Volunteer days
• Team Recognition scheme
• Training and Development
• Holiday carry-over scheme
• Season-ticket travel loan
• Cycle to work scheme
• Parental Leave support
• Holiday trading (buy/sell) and extra holiday days for long service