Luxury Customer Service Advisor- Fashion
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.
- 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.
- 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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