Customer Service Specialist

The Role Permanent, Full Time Hybrid Working 35 hours per week | Hours 09:30 - 17:30 Perks including Staff Discount, Cycle to Work & Summer Hours 26 Days Annual Leave Bank Holidays Who We Are Wax London is a fast growing Menswear brand with ecommerce, retail and wholesale channels. Known for our use of characterful fabrications and exceptional customer service, we are delivering something different to the menswear market. The Ideal Candidate We are looking for an enthusiastic self-starter to join our tight-knit head office team in Camden. This is a broad role that will allow the successful candidate to gain an in-depth understanding of the industry while developing a multitude of transferable skills that will set them up for their future career. Desirable attributes include: Well organised with effective time-management skills. Prior experience and/or a keen interest in men's fashion. Intermediate IT skills. Desire to own and improve systems and processes. 1-3 years experience with Gorgias & Zedonk software desirable but not essential. Responsibilities Providing multichannel customer service using Gorgias helpdesk, answering both general/specific customer questions about products. Responsibility for monitoring and responding to all reviews and complaints/issues from Reviews.io, Google and Social channels. Tracking customer service KPIs and metrics such as First Response Time, Resolution Time, First Contact Resolution, and Customer Satisfaction Score. Preparing weekly product issues reports by collecting and analysing customer information, queries, and returns information. Developing soft skills such as good listening, clear communication, empathy, ability to use positive language, and more. Active involvement with the development and creation of helpful content for customers and prospects that may include writing knowledge base articles, FAQs, help manuals, how-to guides, troubleshooting documentation, and more. Help monitor order queues and flag delays or stock issues. Track and troubleshoot delivery issues with couriers. Test and provide feedback on customer journey flows (e.g. checkout, return portal).

Location: London, GB

Posted Date: 6/22/2025