Customer Care Assistant

MamaOwl

MamaOwl believes in a gentle and beautiful childhood! Natural clothes made for playing and exploring outdoors, with books and toys that foster curiosity. We believe in a slower, sustainable and more thoughtful way of life. 

With our own label SISKIN we design, produce and sell a range of beautiful, natural and organic clothing from newborn to 8yrs+. as well as a selection for adults. Our products are beautifully made and constructed of high quality materials. 

We also stock a range of other clothes brands, as well as shoes, toys, books and lifestyle items. We take time to carefully select the brands and products that we stock to bring our customers the very best.

MamaOwl was started 10 years ago by new mother Anna with a focus on organic merino wool clothes. 

Working within a small team to help grow a fast developing kids wears and lifestyle business. 

The role is available immediately.

Working alongside the Operations Supervisor the applicant will need to maintain high levels of accuracy in day-to-day customer care, help develop the business customer satisfaction processes, and provide an impeccable and reliable service to our customers.

If you have knowledge, expertise and experience in a customer experience setting, ideally in a fashion environment, we would love you to apply.

Reports To

Operations Manager

Responsibilities and Duties

• Answering all customer queries thorough our Gorgias support system daily.
• Dealing with and solving all queries contained within any queries in line with the business customer service guidelines.
• Become a Gorgias “super user” having full knowledge of all its advantages and uses.
• Liaising with the Warehouse Supervisor and Operations Manager - in person and via phone or Basecamp/ClickUp re any customer service issues that arise throughout the day to enable them to correct them before the order is fulfilled.
• Responding to customer complaints within the timescales given both via Gorgias and telephone.
• Escalating issues if necessary to get them resolved within the timescales given.
• Providing the customer with advice and information on product and product benefits as and when needed.
• Tracking and processing all refunds and exchanges.
• Performing administrative tasks related to the role and within the warehouse as and when needed.
• Using our review system – “Judge Me” to answer questions and reviews.

The role requires creative thinking and a real talent for communications.

Tasks will involve suggesting ideas based on customer feedback, working with managers to shape those ideas, and then executing them. In this role you should be thinking about how to get ahead of issues rather than just resolving them.

Qualifications

Essential

• A very high level of numeracy and literacy.
• A good communicator who’s always looking for ways to help.
• Have attention to detail and care about getting it right.
• Good at working with online systems.
• Friendly, calm and efficient – even on the busiest days;
• Excited about the challenge of a varied and fast-paced job.

Ideal

• Previous Customer Service experience – online and/or retail.
• Have used Gorgias in previous roles
• A strong knowledge of the childrenswear market
• A passion and knowledge of fashion sustainability
• A knowledge of wool and its benefits.

Please email mette@mamaowl.net to apply