Customer Service Agent-Part Time

By adopting the values of Style & Truth across the whole business – from recruitment to product – we safeguard the long‑term health of the brand, and we create more than just fashion.

Founded in 1970, Jigsaw was the first premium fashion brand on the high street. Since then, the company has expanded worldwide to work with the finest mills, cutting edge photographers, up‑and‑coming models, and renowned architects. But the search for the best in the industry never stops. As our journey continues, we’re looking for passionate and talented people to learn about Style & Truth: a set of values that sets us apart from the rest of the high street, a belief that everyone should feel empowered to embrace their own style, be true to themselves, and not slavishly follow the fashion world. This means putting style before trends and truth before hype.

JOB PURPOSE

Great customer experience is reflected in the overall impression and satisfaction that a customer derives from interacting with us. It encompasses every touchpoint and interaction throughout the customer journey, from initial contact to post‑purchase support.

As a Jigsaw Customer Services Agent, you will play a crucial role in ensuring exceptional customer experiences across various touchpoints. From managing outbound calls and tickets within Zendesk to handling customer orders and resolving inquiries, you will be at the forefront of our commitment to customer care. This role requires flexibility, excellent communication skills, and a proactive approach to problem‑solving.

Working Hours: Part‑time 22.5 hours/week

KEY DUTIES AND RESPONSIBILITIES

• Manage a substantial volume of tickets and chat within Zendesk, ensuring prompt resolution and prioritising workflow to solve 50 tickets daily on average.
• Maintain a benchmark of 50 tickets daily to promote consistency across the team.
• Ensure that resolution/solving of tickets during non‑peak periods meets the average performance of team members.
• Place customer orders, provide product advice, and maximise sales opportunities via chat and calls if required.
• Address customer order queries and enhance their online and in‑store experience.
• Provide accurate, valid, and complete information to customers while maintaining a high level of professionalism.
• Support stores with a friendly team approach by resolving issues, and manage tasks related to the One Stock in‑store fulfilment system.
• Handle customer returns, making decisions beneficial for both the customer and the business, while alerting the Customer Experience Manager of any potential fraud.
• Minimise business losses by investigating fully and seeking support from the Team Leader/Customer Experience Manager and completing required logs.
• Collaborate with various Head Office teams to resolve customer issues and provide feedback to improve e‑commerce operations.
• Develop trusting relationships with 3rd party providers such as Reveni, Global E and Royal Mail to resolve delivery and refund issues.
• Operate the till for issuing Gift Cards, VAT refunds, exchanges and refunds.
• Adhere to data protection policies (GDPR) and securely manage customer data. Notify the Customer Experience Manager immediately if suspecting a breach.
• Complete GDPR training when requested.
• Maintain accurate records of customer interactions using appropriate tools, leaving notes in Shopify when necessary and on shared sheets.
• Follow instructions from the Team Leader and CX Manager.
• Visit the office when required to complete or resolve tickets or queries.
• Ensure that live chat is not left unattended without checking with colleagues.
• Ensure daily deployment is always followed.
• Read the weekly Journal to stay up to date on sale figures and Retail actions.

Chat/Calls and Email Queries

• Dealing with general enquiries
• Placing orders
• Handling delivery & returns requests
• Processing replacements
• Investigating loss orders and ensuring complete investigation before offering a replacement or refund.
• Managing cancellation processes.
• Addressing product queries, including Nav stock checks and calling stores.

Daily Tasks

• One stock management, including cancellations and stock adjustments.
• Completing shared sheets as requested or part of a process.
• Nav deleting cancelled orders.
• Managing held orders queue.
• Operating till for various transactions.
• Responding to Trustpilot reviews when requested on deployment.
• Reporting positive and negative store feedback to the Regional Manager and not the store directly.
• Dealing with general enquiries.
• Weekend working – ensuring that you are assigning the oldest tickets first.

Key Performance Indicators (KPIs)

• Individual performance: Number of queries dealt with via Zendesk divided by number of days worked. This should be consistent across the team and meet 50 solved on average per day.
• Team-based KPIs: Time to first reply (Zendesk tickets), queries per order, number of queries solved per day. CSAT score above 90%.
• KPI – A one‑to‑one call will be put in place to support you on reaching this target and to ensure that we have provided all relevant training.

SKILLS, KNOWLEDGE AND EXPERIENCE

• Prioritise customer needs and ensure a positive customer experience in every interaction by promoting Trust Pilot and encouraging a CSAT score of over 90% for the department.
• Demonstrate excellent telephone manner and written communication skills, adapting responses to different personalities.
• Foster teamwork while also displaying the confidence to make independent decisions.
• Build strong relationships internally and externally, embodying Jigsaw\’s brand and values.
• Adapt to business changes, new processes, and tools, while maintaining confidentiality.
• Share information to contribute to the department\’s success and always strive for improvements.
• Previous experience in customer service or related field preferred.
• Proficiency in Zendesk or similar customer service software is advantageous.
• Effective communication and problem‑solving skills.
• Ability to work independently and collaboratively in a fast‑paced environment.

BENEFITS

• Competitive salary
• 25 days holidays
• Fantastic staff discount schemes – up to 50% (and 70% on 5 items per season)
• Sample sales
• Unum life assurance and Help@Hand support
• Pension
• Fruit in the office
• Access to Unum – Jigsaw\’s wellbeing and benefits provider, for a whole host of resources, support and discounts

We are committed to equality of opportunity for all staff and applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity.