Ecommerce Customer Care Specialist

We are hiring an Ecommerce Customer Care Specialist for a contemporary womenswear brand renowned for its refined silhouettes, intricate embroidery, elevated print direction and modern feminine aesthetic. Rooted in craftsmanship, creativity and storytelling, the brand has evolved beyond traditional fashion into a multidimensional creative space where luxury ready-to-wear collections intersect with cultural initiatives, immersive experiences and artistic collaborations.

Acting as the first point of contact for customers, you will play a central role in delivering an elevated luxury customer experience across every interaction. Combining warmth, professionalism and exceptional communication skills, you will manage enquiries with care, efficiency and attention to detail while building lasting relationships that embody the values and identity of the brand.

Recognised internationally for its thoughtful design approach and distinctive creative vision, the brand continues to expand its presence across the global luxury and premium fashion market, creating collections that balance wearability, craftsmanship, creativity and contemporary elegance.

This position is ideally suited to someone with excellent verbal and written communication skills, a genuine passion for contemporary fashion, luxury customer experience and relationship management. You will enjoy building meaningful connections, delivering a high standard of service and working within a fast-paced, collaborative environment where ongoing training, development and opportunities for growth are encouraged.

What You'll Be Doing...

Customer Interaction & Service

• Serve as the primary contact for customers via phone, email, and WhatsApp, providing seamless and personalised service.

• Handle enquiries including product information, order status, shipping, returns, exchanges, and complaints with professionalism.

• Learn product knowledge from the design team and demonstrate passion for the brand’s collections, history, and values.

• Practice active listening to understand customer needs.

• Work with the senior team to resolve complex or sensitive customer issues with empathy and discretion.

• Process orders, returns, and customer enquiries efficiently.

• Track and follow up on customer feedback to help identify improvements.

• Liaise with DHL to ensure smooth order dispatch and delivery.

• Assist with sample logistics for PR, styling, and photoshoots.

• Support with ad-hoc tasks in Sales.

Brand Representation

• Embody the brand’s tone of voice — respectful and warm in every interaction.

• Maintain absolute discretion and confidentiality regarding customer information.

• Uphold the highest standards of service at every customer touchpoint.

• Operational

• Learn our systems (Shopify, CRM apps) to accurately process orders and manage customer interactions.

• Collaborate with internal teams across Logistics, E-commerce, and Finance.

Essential Skills

• Fashion industry graduate or an individual with customer service experience in premium or luxury fashion, retail or hospitality.

• Excellent w ritten and verbal communication skills with a clear, articulate phone manner.

• Proactive, problem-solving mindset.

• Proficiency in Microsoft Office and willingness to learn Shopify and Gorgias.

• Happy to be office-based in Central London to allow for i mmersive brand training and professional development opportunities.

Compensation & Benefits

• Salary in line with experience.

• Pension scheme.

• Sample sales and clothing discounts.

Additional Requirements

• Full permanent UK working rights.

• Currently living and working within a commutable distance of Central London.

How to Apply:

Please apply via our website or the job ad and not by email, with your CV and a short cover note. We review all applications via our web portal, and we are grateful for your cooperation