Po-Zu, a London-based award-winning ethical and sustainable footwear brand, is currently recruiting for a Customer Service Exec to join our small team initially part-time with potential to lead to a full-time position.


Po-Zu is a London-based award-winning sustainable footwear brand, launched in 2006, and currently ranked as the UK’s Number 1 Ethical Shoe Brand by The Ethical Company Organisation.

Po-Zu has incorporated some ground-breaking ideas such as glue-less shoe constructions that are designed for disassembly, a biomimicry designed shock-absorbing coconut husk Foot Mattress™, an edible shoe cream whilst using sustainable materials such as Piñatex™ (an alternative to leather using pineapple fibre), organic cotton, natural cork and pure woollen tweed.


As part of the Po-Zu holistic approach this is a key role when it comes to communicating our values to customers, understand and satisfy their requirements and exceed their expectations where possible. Reporting to the Customer Service Manager, you will be responsible for liaising with external and internal partners on all online orders and fulfillment activities, provide excellent customer service, and drive positive customer engagement. You will also have input in marketing communications and promotions.


  • Developing a good understanding of Po-Zu’s ethos, products and services and keeping up to date with any changes.
  • Communicating courteously with customers and by email and telephone and answering general queries often relating to product features, sizing/ fittings, and returns.
  • Dealing with online security issues such as highlighted fraud risks.
  • Providing help and advice to customers (both individuals and retail shops) and investigating and solving customers' problems, which may be complex or long-standing.
  • Deal with customer returns in the appropriate manner.
  • Helping to build and maintain good customer relations.
  • Keeping accurate records of all discussions and correspondence.
  • Helping with general website maintenance, including adding website content when needed.
  • Helping with day to day administration work when needed.


  • Excellent communications skills in English (verbal and written). German language is an advantage.
  • 1+ years previous experience with an online fashion eCommerce business.
  • Have confidence, patience, politeness, tact and friendliness when dealing with difficult situations.
  • Good computer literacy, proficient with Mac computers and Microsoft packages
  • Able to understand and articulate the Po-Zu product and its core values.
  • Positive outlook with good listening skills, specifically towards customers.
  • Able to work independently and use their own initiative to research, learn new skills and solve problems when necessary.
  • Open to assisting with other areas of the business such as general admin, events and marketing.
  • An ability to work well under pressure.
  • A keen interest in ethical fashion.


Please send your CV and a covering letter. As part of the application please explain how you meet all of the above criteria and why you are the right person for this role.

Email your application to: