Chelsea Peers
Customer Service & Admin Assistant - Temp
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eCommerce & Customer Service Assistant
We are looking for a confident and motivated eCommerce & Customer Service Assistant to join our team. At Chelsea Peers, comfort isn't just a product; it's an experience, and our Customer Service team is at the heart of it.
As the first point of contact for our online community, you'll guide customers through their shopping journey, help them find the perfect piece, resolve order issues, and ensure every interaction leaves a feel-good impression.
You'll also support our eCommerce team with day-to-day administrative tasks across marketplaces, digital marketing, and online trading. From keeping product and campaign information up to date, supporting marketplace activity, and assisting with digital projects, you'll help ensure our online channels run smoothly and effectively. This is a fast-paced role, full of variety, and perfect for someone organised, proactive, and eager to build a career in eCommerce.
About Chelsea Peers
Chelsea Peers was created to make off-the-clock moments even better - the ones where time slows, smiles linger, and comfort takes centre stage. Designed for downtime without compromise, the brand blends consciously crafted creativity, everyday luxury, and effortless style.
Chelsea Peers makes loungewear, nightwear, and swimwear that's playful yet polished. From hand-drawn prints to premium organic fabrics, every piece is made to look good, feel good, and move with you.
As a proud B Corp and family-run business, Chelsea Peers is committed to making a positive impact on its community, customers, and the planet. Since its founding in 2012, the brand has treated relaxation as a ritual, an art, and a necessity, helping to change the way people recharge and bringing a little extra joy to their time off.
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Key Responsibilities
- Manage and resolve customer enquiries via email and live chat, delivering a consistently high standard of customer service.
- Process customer orders, returns, and refunds accurately and efficiently, ensuring a smooth customer journey.
- Respond to marketplace customer queries, product Q&As, and customer reviews in line with brand guidelines.
- Support marketplace administration, including maintaining accurate product information, assisting with updates, and ensuring online listings are kept up to date.
- Assist with eCommerce administration across digital channels, including website content updates, product information management, and supporting online trading activity.
- Support digital marketing activity by assisting with campaign updates, content coordination, and ensuring key information is accurately reflected across online channels.
- Investigate and resolve logistics-related issues, including delayed, unfulfilled, lost, or stock-related orders, liaising with internal teams and delivery partners where required.
- Handle customer complaints with professionalism, empathy, and a solution-focused approach.
- Maintain accurate customer, product, and operational records across relevant systems.
- Identify and proactively resolve recurring customer trends or operational issues, liaising with management and relevant teams to implement effective solutions and support continuous improvement.
- Escalate complex customer enquiries or operational issues to ensure timely follow-up and resolution.
- Gather customer feedback and provide insights to help improve customer experience and eCommerce operations.
- Collaborate with the wider eCommerce team to ensure brand standards are consistently delivered across all customer touchpoints.
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Skills Required
- 1-2 years' experience in a customer service, retail, or eCommerce environment.
- Experience using customer service and eCommerce platforms such as Gorgias, Zendesk, Shopify, or similar systems is desirable.
- Strong organisational skills with the ability to manage multiple tasks, prioritise workloads, and maintain accuracy across different systems.
- Excellent verbal and written communication skills, with the ability to deliver a friendly and professional customer experience.
- Confident handling customer enquiries and resolving issues with a calm, patient, and solution-focused approach.
- Basic understanding of eCommerce operations, with an interest in online retail, marketplaces, and digital channels.
- A collaborative and proactive approach, with the ability to work with teams across the wider business.
- Flexible and adaptable, with a willingness to support the team during peak trading periods, including evenings and weekends where required. Due to the seasonal nature of the role, availability to work most Saturdays from November through to mid-January is essential.
Other
- Applicants must have the legal right to work in the UK.
- The successful candidates will complete their first two weeks on-site in our Chiswick, London office for training. Following this, the role operates on a hybrid basis with a minimum of 3 days per week in the office.
- Competitive pay in line with the London Living Wage.
- Pro rata holiday entitlement for the duration of the fixed-term contract.
- Generous employee discount.
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