At a Glance
- Tasks: Deliver exceptional customer service via phone, email, and WhatsApp for a luxury womenswear brand.
- Company: Contemporary womenswear brand known for its refined designs and creative storytelling.
- Benefits: Competitive salary, pension scheme, sample sales, and clothing discounts.
- Other info: Office-based in Central London with opportunities for immersive training and professional growth.
- Why this job: Join a fast-paced environment and build meaningful connections in the luxury fashion industry.
- Qualifications: Fashion graduate or customer service experience in premium fashion, excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
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…
- 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 written 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 immersive 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.
Ecommerce Customer Care Specialist employer: Fashion Heaven Inc. (Stockholm)
Join a contemporary womenswear brand that not only values craftsmanship and creativity but also fosters a collaborative and supportive work environment in the heart of Central London. As an Ecommerce Customer Care Specialist, you will benefit from ongoing training and development opportunities while delivering exceptional service that reflects the brand's luxury ethos. With competitive compensation, a pension scheme, and exclusive discounts, this role offers a meaningful career path for those passionate about fashion and customer experience.
Contact Details:
Fashion Heaven Inc. (Stockholm) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Ecommerce Customer Care Specialist
✨Tip Number 1
Get to know the brand inside out! Familiarise yourself with their collections, values, and unique selling points. This will not only help you in interviews but also show your genuine passion for the brand.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being articulate and warm is key. Try role-playing customer interactions with a friend to build confidence.
✨Tip Number 3
Network like a pro! Connect with people in the fashion industry on LinkedIn or attend local events. Building relationships can lead to job opportunities that aren’t advertised.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Ecommerce Customer Care Specialist
Some tips for your application 🫡
Show Your Passion for Fashion:When writing your application, let your love for contemporary fashion shine through! Share any relevant experiences or insights that connect you to the brand's aesthetic and values. We want to see your enthusiasm for luxury customer experiences!
Be Clear and Concise:Make sure your written application is easy to read and straight to the point. Use clear language and avoid jargon. We appreciate a well-structured application that highlights your skills and experiences without unnecessary fluff.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Ecommerce Customer Care Specialist role. Mention how your skills align with the job description and how you can contribute to our team.
Proofread, Proofread, Proofread!:Before hitting send, take a moment to proofread your application. Spelling and grammar mistakes can be a big turn-off. We’re looking for someone with excellent communication skills, so make sure your application reflects that!
How to prepare for a job interview at Fashion Heaven Inc. (Stockholm)
✨Know the Brand Inside Out
Before your interview, dive deep into the brand's history, values, and collections. Familiarise yourself with their unique aesthetic and storytelling approach. This will not only show your genuine passion for the brand but also help you connect your answers to their ethos during the interview.
✨Master Customer Interaction Scenarios
Prepare for role-play scenarios that might come up in the interview. Think about how you would handle various customer enquiries, from product information to complaints. Practising these interactions will help you demonstrate your exceptional communication skills and problem-solving mindset.
✨Showcase Your Fashion Knowledge
Be ready to discuss current trends in contemporary fashion and how they relate to the brand. Highlight any relevant experience you have in luxury customer service or retail. This will illustrate your understanding of the industry and your ability to deliver an elevated customer experience.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, training opportunities, or how the brand plans to evolve in the future. This shows your enthusiasm for the role and your desire to contribute to the brand's growth.
