We are looking for an 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
Customer Service and Support
Key Responsibilities
Customer Service and Support
- 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