Luxury Customer Service Advisor- Fashion, Office Angels

Office Angels

Location:
United Kingdom, London

Category:
Customer Service

Contract Type:
Not provided

Salary:

13.00 - 15.00 GBP / Hour

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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

Additional Information:

Job Posted:
June 10, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Luxury Customer Service Advisor- Fashion