Customer Service

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 withan absolute commitment to delivering the very best customer experience, reporting into asenior 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 thewebsite 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 bythe 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 – we are looking for someone with…
• 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.
• A 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
  ● For each year of service, an added day of holiday (up to 3 additional days)
  ● An Aspiga gift on your birthday
  ● Contributory pension scheme
  ● Cycle to work scheme
  ● Mental Health support with Lifeworks
  ● Supporting our communities – Beach cleans & volunteer days
  ● Discounts on Aspiga products for you to enjoy
  ● Exclusive B Corp Brand discounts

Apply with a copy of your CV and covering email to: HR@aspiga.com

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