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Do you love luxury fashion?
Have you got previous customer service experience?
Our client is a luxury fashion brand known for timeless design, modern femininity, and meticulous craftsmanship. With a strong focus on exceptional service and elevated experiences, we are looking for a Customer Service Assistant who will act as the voice of their brand and provide a seamless, high-touch customer journey across all channels.
Key Responsibilities
Customer Engagement & Support
- Respond promptly and thoughtfully to all customer care queries via email, WhatsApp, phone, Instagram, and Live Chat.
- Deliver exceptional service across the product range, ensuring customer satisfaction and brand loyalty.
- Maintain a tone of voice that is consistent with the brand.
Order Management & Logistics
- Oversee and coordinate internal stock movements between store and dispatch centres to ensure timely order fulfilment.
- Liaise with warehouses, couriers, and internal teams to mitigate delivery issues and ensure smooth processing of orders.
- Administer customer returns and ensure all refunds and stock reconciliation processes are completed accurately and efficiently.
- Ensure orders via third-party marketplaces are processed in line with partner requirements and time lines.
Product Expertise & Client Experience
- Develop a deep understanding of their product offering to provide tailored advice and support.
- Manage and support bespoke and Made-To-Order requests in collaboration with relevant internal teams.
- Deliver personalised customer service that drives repeat business and long-term relationships.
- Provide thoughtful post-sale support, following up on feedback and maintaining detailed records.
Reporting & Continuous Improvement
- Compile weekly reports on customer feedback and flag any issues or recurring trends.
- Share insights and product feedback with the wider team to drive service and product improvements.
- Advocate for online clients internally, ensuring every touch point in the customer journey reflects our brand standards.
Peak Support & Team Collaboration
- Support dispatch operations during peak sales periods.
- Collaborate cross-functionally to deliver a seamless and unified customer experience.
Key Skills & Requirements
- Previous experience in a luxury retail, fashion, or e-commerce customer service environment.
- Strong written and verbal communication skills with a professional and empathetic approach.
- Proficiency in handling multiple digital channels including LiveChat, WhatsApp, Instagram, and marketplace platforms.
- Exceptional attention to detail and ability to multitask in a fast-paced environment.
- Strong understanding of order management systems and courier platforms.
- A proactive, solution-oriented mindset and a passion for delivering best-in-class customer experiences.
- Familiarity with luxury customer expectations and brand positioning.
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
