[ref. n65700821] E-Commerce Customer Service Co-Ordinator

We are looking for an enthusiastic E-commerce Customer Service Co-ordinator to join our team in London, providing exceptional customer support via email and phone. In this role, you will ensure a seamless shopping experience, handle inquiries efficiently, and help strengthen customer loyalty through outstanding service and engagement.

Key Responsibilities:

• Respond to customer inquiries via email and phone handling questions about orders, shipping, returns, sizing, and product availability.
• Provide exceptional, brand-aligned service that reflects the luxury and streetwear culture.
• Resolve customer issues efficiently and escalate complex cases when needed.

• Identify opportunities to engage and retain customers through personalised interactions.
• Assist with loyalty programs, VIP experiences, and targeted retention initiatives.
• Gather and analyse customer feedback to improve service quality and customer satisfaction.
• Support strategic product seeding efforts, ensuring select customers and influencers.

• Identify common customer concerns and suggest improvements to customer service processes.
• Liaising with our UK & EU partners at our 3PL partners, reporting on activity to improve the process.
• Working closely with the Ecommerce Operations Manager to monitor, manage and replenish high requested products.

• Experience in fashion eCommerce preferred
• Interest and experience working with luxury brands is preferable
• Interest in the brand and luxury streetwear
• Strong working knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Adobe Suite
• Experience using Shopify desired but not essential
• Enthusiasm for UX/UI
• Strong eye for detail & proactive thinking a must
• Excellent written and spoken English language
• Strong time keeping and ability to meet deadlines
• Ability to work in a team
• Excellent organisational skills

• Holiday Package: 20 days of annual leave (+Bank Holidays), with an extra day added every two years of service
• Clothing Allowance: Receive a generous allowance per year
• Cycle to Work Scheme: Stay active and eco-friendly with our bike-to-work program
• Private Healthcare: Access comprehensive private healthcare after a qualifying period
• Pension Plan: A private pension scheme
• Regular Team Socials