Customer Service
- Act as second-line support for customer service queries across Retail and E-commerce channels.
- Handle complex customer cases, including escalations, legal inquiries, and sensitive matters requiring careful coordination.
- Process and authorise (partial) refunds, exchanges, and other compensation in systems such as Adyen or related platforms.
- Keep track of all refunds and order quality, maintaining close alignment with the Finance team to ensure accurate reporting and reconciliation.
- Manage complex warranty and product-related cases, providing accurate and brand-aligned resolutions.
- Serve as an expert on product knowledge, especially for detailed material and product inquiries.
- Develop and maintain customer service playbooks, manuals, and guidelines for both Retail and E-commerce teams.
- Create and implement quality issue guidelines, ensuring consistency and clarity across all customer touchpoints.
- Support the external E-commerce customer service team with complex questions or cases beyond their scope, ensuring accurate and timely resolutions in line with brand and operational standards.
- Identify opportunities for process improvements, helping take our customer service operations to the next level.
- Monitor customer feedback and responses on social media and Google My Business, ensuring a holistic overview of customer sentiment and identifying opportunities to improve overall support and brand perception.
- Create and maintain a Customer Service Roadmap, outlining priorities, process improvements, and initiatives that support long-term growth and customer satisfaction.
- Collaborate closely with the Senior E-Commerce Operations Specialist, Retail Store Managers, and other internal departments to ensure smooth, consistent service delivery.
- Assist with order management where needed, ensuring smooth coordination between Customer Service, E-commerce Operations, and Retail teams to resolve order-related issues efficiently.
- Help optimise our customer communication, ensuring that every interaction across channels reflects the tone, quality, and attention to detail expected from a luxury brand.
Recommended Jobs
Network Operations Engineer
Opticore IT is a specialist Network Engineer and Project Management consultancy offering a wide variety of opportunities to work within fast-paced, challenging environments across our client base …
Nursery Teacher
Nursery Teacher - Long-Term Role 📍 Hackney, London | 🏫 3-Form Entry Primary School 💼 Salary: Inner London MPS3 £226 - MPS6 £268 🚗 Benefits: On-site parking + excellent public transport 📅 Star…
School Business Manager - Independent School, Kingston
School Business Manager – Independent School, Kingston Location: Kingston Contract: Full-time, Permanent Salary: Competitive Start Date: January 2026 A well-established independent…
Geography ECT - Outstanding Mixed School in Lambeth
Geography ECT – Outstanding Mixed School in Lambeth (January Start) Location: Lambeth Start Date: January 2026 Contract Type: Full-time, Permanent Salary: Paid to scale (ECT) An Outst…
Guest Service Manager
Company Description We are currently looking for an experienced Guest Service Managerto join us at The Hoxton, Holborn Holborn was the second Hox to join the fam, taking over a Grade II-listed build…
Part-Time Dental Nurse - Harrow - Indeed
JOB OVERVIEW Location: Harrow Job Type: Part-Time Date Posted: November 2025 Hours: 2–3 days per week Salary: £12 – £15 per hour (DOE) About the Job: An established dental pr…
Global Payroll & Benefits Specialist (FTC - 4-5 days per...
About Pole Star: As the leader in maritime intelligence, Pole Star empowers better decision-making and protects clients’ business interests, assets, seafarers, vessels, cargo, infrastructure, inve…
New Business Sales Director UK&I
About Us: ClearRoute is an engineering consultancy bridging Quality Engineering, Cloud Platforms and Developer Experience. We help enterprises reliably bring high-impact digital products to market…
Safety Excellence Project Manager
About the role We have a new opportunity for an experienced project management professional to join our team as Safety Excellence Project Manager. This is a critical role within DS Smiths multi-ye…