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Luxury Customer Service Advisor- Fashion

United Kingdom, London 13.00 - 15.00 GBP / Hour · Job Posted June 10, 2025

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Job Description

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.

Job Responsibility

  • 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
  • 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
  • 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
  • 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
  • Support dispatch operations during peak sales periods
  • Collaborate cross-functionally to deliver a seamless and unified customer experience

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
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