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.

Order Management & Logistics

• 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.

Product Expertise & Client Experience

• 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.

Reporting & Continuous Improvement

• 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.

Peak Support & Team Collaboration

• Support dispatch operations during peak sales periods.


• Collaborate cross-functionally to deliver a seamless and unified customer experience.

Key Skills & Requirements

• 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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Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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