Seasonal Casual In-House Customer Care Assistant APPLY NOW

Join the Francesca Jewellery team as an in-house, seasonal casual Customer Care Assistant and play a vital role in delivering exceptional, personalised experiences to our online community.

Reporting directly to the Customer Care Manager, you will serve as a frontline brand ambassador handling everything from product inquiries and order dispatches to returns and problem resolution with speed, empathy, and accuracy. This role blends digital customer service with hands-on order administration, ensuring our customers feel valued at every stage of their shopping journey. This role will require flexibility, and hours may vary weekly working on an ad hoc basis.

What You’ll Do

• Elevate the Customer Experience: Deliver world-class service across communication channels to maintain an outstanding Net Promoter Score, turning everyday interactions into positive brand moments.
• Drive Sales & Product Engagement: Use your comprehensive product knowledge to guide customers, offer personalised recommendations, upsell, and meet key sales targets.
• Manage Repairs, Returns & Dispatches: Handle customer alteration requests, coordinate order returns processing, resolve stock discrepancies, and collaborate with our Dispatch and Production teams to ensure accurate order fulfillment.
• Resolve Inquiries Skillfully: Apply professional complaint-resolution techniques to resolve emerging issues promptly and build long-term customer trust.
• Support Operational Success: Work alongside third-party logistics providers, and keep operations running smoothly.

What We’re Looking For

• Skills & Adaptability: Strong written and verbal communication skills, natural problem-solving abilities, and a willingness to learn online systems like Shopify. Adept in English communications and literacy.
• Values Alignment: A strong connection to our core values Community, Passion, Integrity, and Strategic Agility. You take pride in your work, embrace change, and love celebrating those around you.
• People Focused & Experienced: A background in customer service, retail, hospitality, or any human-centric role where you've built trust and managed relationships. Most importantly, we are looking for someone who genuinely cares about customer happiness, thrives on solving problems, and brings natural empathy and strong people skills to every interaction.

If you are an empathetic, proactive team player who thrives in a fast-paced environment and loves helping people, we’d love to welcome you to the Francesca family for our upcoming peak season!