Job Title

OMNICHANNEL CUSTOMER SERVICE ASSISTANTLocation: London Head OfficeReports to: Omnichannel Customer Service and Aftersales SupervisorFull-Time: Monday–FridayAvailability to work on UK bank holidays (on a rotational basis) is required.The roleJimmy Choo is seeking a proactive and detail-oriented Omnichannel Customer Service and Aftersales Assistant to join our Global Omnichannel Customer Service and Operations team. This role is ideal for someone eager to develop a deep understanding of customer service and aftersales in a luxury retail environment, with hands-on exposure to the full end-to-end customer journey. You’ll work in a dynamic, fast-paced environment and play a key supporting role in ensuring a seamless and elevated experience for our online clients. To thrive in this role, you’ll need excellent time management, strong administrative skills, and a keen eye for detail.Key ResponsibilitiesSupport the Omnichannel Customer Service and Online Aftersales teams in delivering best-in-class customer care across all touchpoints.Assist with the coordination and distribution of training materials and internal communications for our global Customer Service team.Provide operational and administrative support for our online aftercare and repair services, including logistics and shipping coordination.Assist with reporting and performance tracking, ensuring accuracy and timely delivery of data.Support regular testing of website functionality and Customer Service content to maintain quality and consistency.Gain efficient working knowledge of Jimmy Choo’s omnichannel tools and systems, including the Aftersales Portal, SAP, ZenDesk, Back Office, and CRM platforms, and champion best practices across the team.Develop working knowledge of Jimmy Choo products from an aftersales perspective—including materials, product care, warranty, and policies—to support effective internal service and escalation handling.Conduct competitor benchmarking and share insights with the wider Omnichannel team.Proactively identify opportunities to improve processes and support the optimisation of customer service workflows.Coordinate and manage the dispatch of gifts to clients.Provide general administrative and project support as needed.Please note this is primarily a support role and does not involve direct day-to-day customer interaction.Skills & ExperienceA strong interest in e-commerce, aftersales operations, and luxury retail.A natural communicator and team player with a passion for delivering an exceptional client experience.Strong proficiency in Microsoft Office (Excel, Word, PowerPoint); confident in preparing presentations and documentation.Excellent attention to detail and an analytical, solution-focused mindset.Outstanding written and verbal communication skills in English.Comfortable liaising with internal teams and third-party partners via email, phone, and video conferencing.Flexible, proactive, and self-motivated, with the ability to manage multiple tasks and work to tight deadlines.Fluency in another European language is a plus.