Customer Service Representative Executive (London Based)

London (Greater) (GB)
Customer Service Executive at a luxury fashion brand
07 Jul 2022
07 Aug 2022
Customer Service
Contract Type
Full Time


Reporting to the Head of Ecommerce, you will gain excellent experience servicing luxury online customers. With a previous online customer service experience within the luxury industry, you will contribute to the growth of the organisation across all lines of business, through customer engagement and expert product and service knowledge. We're looking for candidates with call centre or e-commerce experience to come in and really get started! This is great opportunity for someone looking to further their career within a high-growth environment.


    • You will assist customers with order enquiries through several channels (chat, email and telephone)
    • You will coordinate and filter all customer queries, and direct them to the right channel when needed (wholesale, retail or private clients)
    • You will provide product and service information to customers
    • You will work with the Operations teams to resolve any order discrepancies
    • Track all online orders, both outgoing and returning, to ensure they are delivered in a timely manner, and working with relevant teams to any resolve delays that may arise
    • You will manage all customer services returns and exchange requests in a timely manner and always offering a luxury experience
    • You will manage the refunds process and action these on a regular interval
    • You will be reporting back on weekly return rates, product issues, bestsellers, issue with shipping and any customer feedback on the customer journey online
    • Create return labels, when needed
    • Create discount codes when needed upon approval
    • Coordinate any stock adjustment with the warehouse/ Operations team
    • You will manage the After Sales process for both Retail and Ecommerce
    • Liaise with the warehouse team in case there are faulty/ damaged items


    • You have experience with at least 1 year working in customer service, in a luxury/fashion retail environment
    • You have excellent communication skills, both verbal and written
    • You have the ability to work under pressure in a fast-paced environment
    • You are passionate about fashion and understand fashion brands
    • You are a proficient user of customer service IT systems and shipping services (Shopify, Zedonk, Zendesk, UPS, DHL, Mintsoft a plus)

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