ABOUT DESMOND & DEMPSEY Desmond & Dempsey is a brand dedicated to decorating the downtime. We make pyjamas Really fancy ones They’re designed in our London studio and made in Portugal and India. We sell our pyjamas worldwide, predominantly through our website and in the top retailers (places like Selfridges and Harrods). We are a dedicated and inspiring team that put our values of comfort, creativity and celebration into everything we do. SUMMARY OF THE ROLE As our Customer Care Executive you will have our customer at the forefront of everything you do. You’ll need to enjoy a fast paced environment and working in a small team that has a ‘lets get this done together’ attitude. You’ll be responsible for creating remarkable experiences for our customers and developing D&D’s world class customer experience. You will be someone who is ambitious, empathetic, operational, has great time management skills and a positive attitude. Being able to juggle multiple facets of the job simultaneously is key. You’ll need to both understand and enjoy high-touch customer service. RESPONSIBILITIES Communicate directly to customers via telephone, email, live chat and Social Media through our helpdesk Dixa. Advise customers on prints, sizing and style to ensure an excellent experience and maximise online sales. Create, edit and manage customer orders through Shopify and Global-e (our international platform). Work closely with our Content Team to assist with creating and sending orders for influencers and celebrities. Work as part of a team to ensure orders are successfully processed and delivered. Solve problems efficiently and positively, with a focus on customer satisfaction. Work closely with our warehouse and courier teams to track orders and manage returns. Process refunds and exchanges efficiently and accurately. Be the voice of the customer at D&D, sharing learnings and insights whilst championing the customer’s needs. Respond to Product and Service reviews through our review platforms, Trustpilot and Yotpo. Proactively drive the customer experience to the next level - thinking of new ways to delight our customers YOUR PROFILE 1-2 years experience in a customer facing environment. Online customer service and/or Sales experience highly desirable. A naturally good communicator who loves to wow and delight customers. Being able to handle unhappy customers and turn a negative experience into a positive one is key. A quick learner that's technologically savvy with the ability to pick up new skills and systems. Previous experience with Shopify and a customer service help desk is desirable but not necessary. Ability to juggle and prioritise during a demanding time of the year. The ability to respond to emails effectively at speed with strong written English. Ambitious to improve our customer experience. Be inquisitive about the data we have on our customers in order to make improvements. Strong emotional intelligence with the ability to build relationships with customers effectively. Enthusiastic about becoming part of a team that works together to ensure a successful peak season. D&D BENEFITS 25 days holiday bank holidays Birthday day off Hybrid Working between studio and home (3 days a week in our Brixton studio) Flexible working hours (based around core hours) Year round employee discount for fancy pyjamas Monthly Team lunches Fast-growth company with a strong culture Enhanced parental Leave Cycle to work scheme A business that will invest in your career development and allow you to develop and grow Summer hours Closing date: January 7th 2025. Equal opportunity employer Our mission is to make fancy pyjamas for the pleasure of leisure whilst championing our values of celebration, comfort and creativity. We know we are stronger and most effective with a diverse team and so will always be committed to building a team that represents a variety of backgrounds, identities, perspectives, and skills. As an equal opportunity employer, we welcome and encourage the unique contributions that individuals bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, veteran’s status, colour, religion, disability, sexual orientation and beliefs.