OMNICHANNEL CUSTOMER SERVICE AND AFTERSALES ASSISTANT

Location

London Head Office

Reports to

Omnichannel Customer Service and Aftersales Supervisor

Full-Time

Monday–Friday

Availability to work on UK bank holidays (on a rotational basis) is required.

The Role

Jimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey.

This is a hands-on support role with a strong focus on administration, reporting, operational coordination, and supporting day-to-day business activities. You’ll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you'll need excellent time management, strong administrative skills, and a keen eye for detail.

Please note this is primarily a support role and does not involve direct day-to-day customer interaction.

Key Responsibilities

• Support the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpoints
• Provide operational and administrative support for the Omnichannel team, including logistics and shipping coordination
• Assist with performance tracking, ensuring accuracy and timely delivery of data
• Maintain and update internal trackers, reports, process documentation, and shared team resources to support day-to-day operations
• Support regular testing of website functionality and Customer Service content to maintain quality and consistency
• Gain efficient working knowledge of Jimmy Choo's omnichannel tools and systems, including the Aftersales Portal, SAP, Zendesk, Back Office, and CRM platforms, and champion best practices across the team
• Develop working knowledge of Jimmy Choo products from an aftersales perspective, including materials, product care, warranty, and policies, to support effective internal service and escalation handling
• Assist with shipment tracking, repair coordination, stock movements, and other operational activities to support the smooth running of the department
• Conduct competitor benchmarking and share insights with the wider Omnichannel team
• Support the creation and maintenance of training materials, process guides, and team documentation
• Take direction from and work in close collaboration with the Omnichannel Customer Service and Aftersales Supervisor, keeping them informed of progress, priorities, and any issues in a timely manner
• Flag observations and suggestions for process improvements to your line manager, contributing to the ongoing optimisation of customer service workflows
• Work within defined processes, escalation frameworks, and quality standards, ensuring all outputs are accurate, thorough, and reviewed before submission
• Coordinate and manage the dispatch of gifts to clients
• Provide general administrative and project support as needed