Wolf & Badger is on a mission to make retail fair. Working to support our community of 2000+ independent designers from around the globe, we connect customers with ethically sourced fashion, design, home and beauty through our online marketplace and flagship stores in London and New York City. We are a rapidly growing scale-up business, now entering an exciting new phase of growth and looking to expand our team of c.115 people currently located between London, Málaga, New York and Los Angeles. We are a Certified B Corporation, with social and environmental purpose at the core of everything we do, read more about us here.
We are looking for self-motivated experienced customer service professionals to join our friendly team as Peak Heroes for our most busy period 21st October 2024 - 21st January 2025 on a full time 3 month fixed term contract.
As the first point of contact for our brands and customers, you will provide world class support across calls, live chats, emails and social media. Exceptional communication skills and efficient accurate administrative skills will enable you to thrive in this role.
- You will work 5 days per week on 8hr shiftsbetween 9am-7pm and including a 30-minute unpaid meal break.
- This is a remote position and open to candidates based in the United Kingdom. Visa Sponsorship will not be offered for this role.
- The required start date is Monday 21st October.
Apply by: 10th September, 2024 at 10am.
Note: It is a requirement that the successful candidate is able to join our organisation on the start date of 21 October 2024 with the right to work in the UK.
Candidates who impress may be offered permanent opportunities in the business if suitable vacancies arise. Many of our current and much-valued team members have taken this path.
What you'll be doing:
- Delighting our customers & brands through help desk software (Kustomer)
- Processing orders, returns and exchanges using multiple platforms
- Completing admin tasks e.g. processing refunds and declined orders
- Approving Brand products to share live on to our website
- Providing styling advice to customers
- Responding to customer reviews online through Trustpilot & social media
- Communicating with individual brands to resolve all customer queries
- Engaging in 'live chat' to help advise customers via the website
- Ensuring quality control of products and packaging
- Keeping customers informed of the status of their order
- Supporting the wider e-commerce team in various duties
- Working as a team at all times and supporting your colleagues
Requirements
The successful candidate will have...
- Excellent verbal and written communication skills
- A friendly and ‘can do’ attitude
- Experience working to targets and multitasking in a fast paced environment
- Good organisational skills with sharp attention to detail
- Prior experience with an online retailer or in a customer service role
- Experience with CRM tools, ideally Kustomer, Zendesk or Salesforce (desirable)
- An interest in ethical business practices, fashion and sustainability. We are proud to be an ethical B Corp making a positive impact on people and planet.
- You will be required to work 5 days per week on 8hr shifts between 9am-7pm.
Benefits
- Salary based on £25,650 per annum, working 37.5hrs per week, equivalent to £13.15 per hour. We are a Living Wage employer!
- Remote working, but with desk space available at our office in Soho - Central London. You may need to attend in person training sessions throughout your time with W&B.
- Enhanced paid holiday leave and sick leave.
- No working on 25th December - we are definitively closed for the holiday.
- Meaningful work! We are a proud B-Corp leading the change to ethical retail.
- Wellbeing allowance to spend on your self-care and happiness.
- Regular team socials.
- Paid pet-ernity, volunteering and heartbreak leave.
- Staff discounts across Wolf & Badger.
- Candidates who impress may be offered permanent opportunities in the business if suitable vacancies arise. Many of our current and much-valued team members have taken this path.
Wolf & Badger is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. We encourage applications from people from all walks of life.
United Kingdom
