Full Time

• Start Date - ASAP
• Salary - £28k
• Location - West London 

About Gigi & Olive: Gigi & Olive is a luxury bridal and events brand specialising in personalised wedding accessories and gifts. We’re a small, dynamic team passionate about making life’s most special moments even more memorable. 

Role Overview: This role is for a positive and dynamic Customer Service & Sales Assistant to take on the day-to-day tasks of customer communication with our customers, logistics partners, and the internal team to ensure we provide the best possible service. At Gigi & Olive, happy customers are at the heart of everything we do, and ensuring continued customer satisfaction is critical to the success of our business. You will play a key role in delivering exceptional service, fostering loyal relationships, and supporting the growth of our exciting B2B side of the business, including managing Wedding Planner enquiries.

Key Responsibilities:

• Manage all customer service inquiries, ensuring every enquiry is responded to within 24 hours.
• Pass customer feedback to the product or sales team to improve offerings.
• Manage the returns process, ensuring every return is processed on time.
• Coordinate with logistics partners to resolve delivery issues, including missed deliveries, import issues, and re-deliveries.
• Ensure smooth delivery for customers and oversee logistics-related communication.
• Handle any 3rd party inquiries to the appropriate team when necessary.
• Assist customers with registration or account creation, and ensure smooth account management.
• Resolve customer complaints, providing appropriate solutions within time limits, and follow up to ensure resolution.
• Maintain accurate records of customer interactions and ensure proper documentation and filing.
• Follow communication procedures, guidelines, and policies to provide professional customer support.
• Go above and beyond to ensure customer satisfaction, building strong relationships and promoting brand loyalty.
• Assist the team with bespoke event/wedding planner enquiries and help manage VIP clients.
• Support new business sales efforts, particularly in growing the B2B side of the business.
• Organise couriers for customers and shoot samples.
• Assist the team with general office duties, including research, data entry, filing, and coordination.

What We’re Looking For:

• +1 year previous experience in retail, customer service, or e-commerce.
• Passionate about delivering an exceptional customer experience.
• You understand that customer satisfaction is vital and are dedicated to ensuring every interaction reflects the values of Gigi & Olive.
• Excellent verbal and written communication skills with a keen eye for detail.
• Ability to multitask and prioritise in a busy environment.
• Self-motivated and eager to contribute to a small team with big ambitions.
• A problem-solver with a proactive approach to customer issues.
• Positive, approachable, and a natural team player.

Extra info:

• This role is based in our West London studio (with the option to work 1 day a week remotely)
• Reporting to our Operations Manager (currently hiring for this role too)
• Holiday: 25 days + bank holidays.
• 30% employee discount on G&O.
• Birthday leave (half a day of paid leave on your birthday week)

How to apply & timeline:

• Please email love@gigiandolive.com with your CV and cover letter.
• 1st Interview: This would be a 30-minute Zoom interview.
• 2nd Interview: This would be a 1 hour in-person interview.

*Unfortunately, due to the high number of applications we receive, we are only able to respond to those successful in proceeding to the 1st interview stage of our recruitment process.