About us
Curvy Kate and Brastop are leading lingerie and swimwear brands specialising in fuller busts. Our purpose is to give comfort, confidence and freedom to everybody with bigger boobs.
Our core values guide everything we do:
- Wow the Customer
- Always Be Better
- Work as a Team
We are looking for a friendly, proactive and customer-focused Ecommerce Customer Service Executive to join our Customer Support team.
About the role
Reporting to the Customer Support Team Leader, you will help customers across email, live chat, telephone and online marketplaces.
From answering product and bra-fitting questions to resolving delivery issues, processing refunds and supporting customers with their orders, you will take ownership of each enquiry and aim to provide the right resolution first time.
Key responsibilities
- Deliver exceptional customer service through email, live chat and telephone.
- Respond to customer enquiries promptly and meet agreed service levels.
- Take ownership of customer issues through to a successful resolution.
- Provide accurate advice about orders, products, sizing, styles and bra fitting.
- Process orders, refunds, returns and out-of-stock enquiries.
- Investigate payment queries and customer disputes.
- Track deliveries and resolve lost, delayed or damaged parcel issues.
- Liaise with warehouses, couriers, payment providers and other external partners.
- Respond to customer feedback through review platforms such as Feefo.
- Support customers shopping through marketplaces including Amazon, eBay, ASOS and Debenhams.
- Process marketplace returns within the required deadlines.
- Maintain accurate customer and order information across internal systems.
- Identify recurring customer issues and suggest improvements to systems, processes and the overall customer journey.
- Keep your product and bra-fitting knowledge up to date.
- Work collaboratively with colleagues across the business.
About you
You will be someone who genuinely enjoys helping customers and remains calm, positive and solutions-focused when dealing with challenging situations.
You should have:
- Previous customer service experience, ideally within ecommerce, retail or a consumer brand.
- Excellent written and verbal communication skills.
- A warm, empathetic and professional approach.
- The confidence to handle customer enquiries by email, live chat and telephone.
- Strong problem-solving skills and the ability to take ownership of issues.
- Good attention to detail and accuracy.
- The ability to manage competing priorities and work to deadlines.
- Confidence learning and using different systems and online platforms.
- A collaborative approach and willingness to support the wider team.
- An interest in developing product and bra-fitting knowledge.
- A proactive mindset, with ideas for improving the customer experience.
Experience using systems such as Gorgias, Shopify, NetSuite, SWAP, Feefo or online marketplace platforms would be useful, but training can be provided.
What we offer
- Training in our products, sizing and bra-fitting service.
- A supportive and collaborative working environment.
- The opportunity to help shape and improve the customer experience.
- 28 days annual leave (including bank holidays)
- Generous staff discount
- Medicash Employee Assistance Programme Health cover that includes GP & Prescription service and discounted health club membership, Dental treatment, Physiotherapy and Optical appointments.
- Half day annual leave on your birthday, Christmas Eve and New Years Eve
- 25 hours per week, Monday - Friday (1pm - 6pm)
- Hybrid working
Apply
If you are passionate about delivering brilliant customer service and would like to join the Curvy Kate and Brastop team, we would love to hear from you.
Please apply with your CV and a short explanation of why you are interested in the role.
Curvy Kate is committed to creating an inclusive workplace. We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process where required.
Pay: £12.71 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Work from home
Ability to commute/relocate:
- Uxbridge UB10 8NQ: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Have you previously worked in an ecommerce, retail or consumer-brand customer service role?
- Are you confident communicating with customers through email, live chat and telephone?
- Which of the following systems or platforms have you used: Shopify, Gorgias, NetSuite, Amazon, eBay, Feefo or another ecommerce platform?
- Are you comfortable completing product and bra-fitting training and advising customers about sizing and fit?
Experience:
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Uxbridge UB10 8NQ
