Customer Care Executive

Shepherds Bush, London (Greater)
£25,000 - £30,000 depending on experience
25 Oct 2021
25 Nov 2021
Customer Service
Contract Type
Full Time

Responsible to: Ecommerce Manager


Founded by former Vogue Fashion Fund Panelist and British Fashion Council ambassador Samantha Cameron, Cefinn is a fast-growing contemporary women's wear brand based in London and stocked in Matches Fashion, Net-a-Porter and high-end boutiques across the U.K. and globe.

We are looking for a bright and personable individual to join us and look after our online customer service. They will be a crucial part of a small, young team in a dynamic, fast-growing company based in West London. The right candidate will own the role, enjoying exposure to different areas of the fashion industry and all the various functions of an exciting online brand with opportunity to contribute directly to its success, working closely with the leadership team and founder.

Main Duties and Responsibilities 

  • First point of contact for customer enquiries over phone and email, ensuring timely and accurate responses and providing excellent customer service
  • Completing ecommerce returns and processing exchanges
  • Building relationships with customers to encourage repeat purchases and looking for customer retention opportunities
  • Provide customer service at trunk-shows and other customer-facing events
  • Day to day point of contact for the third-party warehouse to resolve any issues in the fulfilment of orders
  • Overflow assistance to the logistics team, such as processing stock loans and samples for photoshoots
  • Overflow assistance to the ecommerce team such as uploading new products, assets and content to the website in preparation for website for marketing campaigns

Candidate’s background 

  • Customer service background, whether in bricks and mortar or online, retail or service industry
  • An interest in/exposure to ecommerce and the world of online retail
  • Experience working within an office environment
  • Computer literate and confident working quickly with Microsoft Office, especially Excel
  • Experience with Shopify would be greatly beneficial

Key Personal Competencies/Skills 

We are a small team, so you must be proactive and willing to roll up your sleeves and get stuck in. We are looking for someone who:

  • Has excellent written and verbal communication with a personable phone manner
  • Is passionate about providing great customer service and resolving problems
  • Is highly motivated, hardworking, flexible and comfortable with change 
  • Highly accurate with a meticulous eye for detail
  • Has excellent time-management skills with the ability to multi-task across projects
  • A logical and analytical thinker
  • Takes pride in their work and enjoys seeing tasks through to completion


  • 50% staff discount. plus 3 pieces of uniform per season
  • Flexibility to work 1-2 days from home after probation

Start date: Immediate

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