Logistics & Customer Care Associate

The Position

 
Our Customer Care and Logistics team serves as our direct link to our customers, providing an elevated customer care experience and ensuring that each Chupi piece is delivered safely, to its new home, on time, and in perfect condition.
 
We are currently seeking a full-time Customer Experience and Logistics Associate to join our team. In this role, you will deliver best-in-class customer support, throughout pre and post-purchase journeys, delivering the luxury experience our customers expect.
 
A customer-centric mindset is essential, as the customer is at the heart of everything we do at Chupi.
 
Attention to detail is vital for this role as you will also be responsible for quality control, ensuring every product dispatched meets the highest standards of quality, packaging and presentation.  
 
Additionally, you will play a key role in contributing to the accurate management of inventory movements within the company for which a highly organised approach to work will be required. 

Key Responsibilities
 

• Provide an exceptional luxury experience for all customers across all Customer Care channels, regardless of the nature of the query.  

 

• Resolve all email and WhatsApp inquiries within agreed timeframes, maintaining alignment with our company ethos and values. Demonstrating empathy and attentiveness to ensure a positive experience for all customers. 

 

• Quality Control all orders in pre-dispatch, cross-checking against customer orders to ensure accurate delivery preparation.  

 

• Accurately and timely processing of pick, pack, and ship of online and in store orders to ensure prompt delivery.  

 

• Maintain accurate order administration for seamless communication of stock levels, order status, and delivery requirements across teams from order to fulfilment.

 

• Handle our returns process, collaborating with Store, CX, and Production teams to ensure correct processing of returns.  

 

• Collaborate with our Production and Store teams to support the customer journey.  

 

• Stay up-to-date on product and organisational knowledge to effectively assist and educate customers.  

 

• Contribute to the development of new processes to enhance team efficiency and participate in continuous improvement projects aimed at service enhancement.  

Experience & Skills

 

• Confident communicator with strong oral and written communication skills.   

 

• Detail-oriented, and meticulous in approach, following established procedures. 

 

• Excellent time management skills, able to plan and complete tasks within set timeframes.  

 

• Collaborative team approach with a focus on effective communication and adaptability to changing priorities.  

 

• Demonstrates initiative, creativity, and resilience in handling challenges. Able to remain calm and focused under pressure.  

 

• Proactive, curious, and eager to learn in a collaborative environment.

 

• 1 -2 years prior experience in a similar customer focused role. 

 

• Previous experience in luxury retail or ecommerce would be a distinct advantage, as is jewellery knowledge.

 

• Strong IT skills, including the Google Suite and with previous exposure to CRM software such as Gorgias or Zendesk and inventory management systems such as Shopify and Dear/Cin7 an advantage.

 

What Next

If you’re detail driven, process loving, and a good communicator with a love of beautiful things,  we would like to hear from you.
Please send your CV together with a short note telling us why you’d like to work with us here in Chupi by close of business on Monday June 23rd.