Customer Service Assistant

Overview

We are looking for confident and highly motivated Customer Service Assistants to join us for our Christmas season. At Chelsea Peers, we believe that comfort isn't just a product, it's an experience and our Customer Service Assistants are at the heart of it all.

As the first point of contact for our community, you'll be the warm, helpful voice that represents who we are. You wont just answer questions, you'll bring our brand to life through every conversation. Whether you're helping someone find the right fit, resolve an issue, or track down a missing order, you'll do it with a thoughtful touch and a feel-good tone.

Because when our customers speak to you, they're speaking to us.

About Chelsea Peers

Chelsea Peers was created to make off-the-clock moments even better - the ones where time slows, smiles linger, and comfort takes centre stage. Designed for downtime without compromise, the brand blends consciously crafted creativity, everyday luxury, and effortless style.

Born in New York and designed in London, Chelsea Peers makes loungewear, nightwear, and swimwear thats playful, yet polished. From hand-drawn prints to premium organic fabrics, every piece is made to look good, feel good, and move with you.

As a proud B Corp and family-run business, Chelsea Peers is committed to making a positive impact on its community, customers, and the planet. Since its founding in 2012, the brand has treated relaxation as a ritual, an art, and a necessity, helping to change the way people recharge and bringing a little extra joy to their time off.

Key Responsibilities

• Manage and resolve customer inquiries and tickets

• Process and update orders and returns

• Handle and process customer refunds in a timely and accurate manner.

• Deliver exceptional customer service across all channels, including email, live chat, and social media.

• Address and resolve customer complaints with professionalism and empathy.

• Gather, document, and report customer feedback to inform continuous improvement.

• Maintain accurate customer service documentation and records.

• Identify and report potential trends or issues to the management team.

• Escalate complex or unresolved issues to the appropriate internal departments.

Skills Required

• Minimum 2 years experience in a customer service role, preferably in a fast-paced environment.

• Strong commercial awareness with a results-driven mindset.

• Experience with Gorgias and/or Zendesk is highly desirable.

• Proven ability to work effectively under pressure and meet tight deadlines.

• Excellent verbal and written communication skills, with the ability to handle conflict professionally.

• Flexible and adaptable, with a willingness to work evenings and weekends as needed.

• Patient and calm under pressure

Other

• Hybrid working with 3 days per week in our Chiswick office, London.

• Must have the legal right to work in the UK.

• Generous Staff Discount

• Competitive Pay at London Living Wage Rate