Job Description  

Our Logistics and Customer Care team serves as the direct link to our customers, providing an elevated customer care experience and ensuring that each Chupi piece is delivered safely, on time, and in perfect condition.

We are looking for a full-timeShipping and Customer Care Associate to join this 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 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 chat and email inquiries within agreed timeframes, maintaining alignment with our company ethos and values. Demonstrate empathy and attentiveness to ensure a positive experience for all customers. 

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

• Work towards individual and team KPIs that contribute to the company's strategic goals.  

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

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

• Manage the returns process from beginning to end, collaborating with Store, CX, and Production teams to ensure correct processing of returns.  

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

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

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

• Strong IT skills, with exposure to CRM software such as Gorgias, Zendesk, HubSpot, Experience with Shopify, and inventory management systems together with Google Suite is considered an advantage.  

• Detail-oriented, following established procedures and using software tools to ensure data accuracy and completeness.  

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

• Excellent interpersonal skills, with the ability to build lasting relationships with customers and our community.  

• 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 problem-solver who takes initiative to contribute to process improvements and team projects. 

Advantageous but not essential:  

• 1-2 years of experience in a logistics or customer experience role, with an understanding of inventory management.  

• Experience with international logistics, including customs, duties, and excise clearance.  

• Working knowledge of Shopify.  

• Familiarity with DEAR/Cin 7 inventory systems or similar.