At a Glance
- Tasks: Be the face of our luxury brand, resolving customer queries across multiple channels.
- Company: Join a premium fashion brand known for its exceptional customer service.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborate with e-commerce teams and contribute to exciting customer journey improvements.
- Why this job: Make a real impact by enhancing customer experiences in the luxury fashion sector.
- Qualifications: Proven experience in customer relations, especially in luxury or premium fashion.
The predicted salary is between 30000 - 40000 € per year.
An experienced customer relations role supporting the growing direct-to-consumer business. This person is the proactive face of the brand for customers — handling VIP email contacts, resolving complex queries across email, phone, and social channels, and taking full ownership of case resolution. The role also works closely with the e-commerce team to support customer journey improvements, customer insight sharing, and collaboration with internal teams where required. This is not an entry-level position and is suited to a customer relations professional with previous experience within luxury or premium fashion, strong communication skills, and a proactive, solution-focused approach.
- CUSTOMER SERVICE & CASE RESOLUTION
- Manage all customer enquiries across email, phone, social media, and live chat in a timely and professional manner.
- Deliver a high standard of customer service while maintaining the tone and values of the Saloni brand.
- Support customers with product information, sizing, styling queries, order updates, returns, exchanges, and delivery issues.
- Maintain a seamless customer experience by proactively managing and following through on customer case resolution.
- Manage difficult customer situations with professionalism, diplomacy, and discretion.
- VIP & PRIORITY CONTACT
- Handle VIP email contacts with care and attention, driving high customer satisfaction.
- Respond to social media messages, ensuring company guidelines are adhered to at all times.
- Escalate complex VIP matters to the VIP & Customer Experience Manager where appropriate.
- Monitor customer feedback and identify recurring themes, product feedback, website issues, or customer journey improvements.
- Share relevant customer insights with internal teams to help improve customer experience and website performance.
- Identify recurring customer queries or issues and communicate feedback to the Design, Production, and E-commerce teams to help support ongoing improvements and decision making.
- E-COMMERCE OPERATIONS SUPPORT
- Work closely with the e-commerce and operations teams to ensure a smooth customer journey.
- Support customer communication during launches, sales periods, and key trading activity.
- Assist with ad hoc customer experience projects and service improvements where needed.
What We Are Looking For
- Proven experience in a customer relations role — this is not a junior entry-level position.
- Excellent communication skills, with the ability and confidence to resolve complex customer issues and deliver a positive outcome for both the customer and the business.
- A reliable and consistent approach, and a strong team player.
- A positive approach to change and a strong sense of resilience.
- A flexible attitude with the ability to take initiative without prompting.
- An excellent eye for detail and good organisational skills.
- Working experience with Shopify Plus, Adobe Suite, and Microsoft Office, Gorgias.
- Previous experience within luxury fashion, retail, or hospitality strongly preferred.
- Genuine passion for the brand.
Customer Relations Specialist employer: SALONI
As a Customer Relations Specialist at Saloni, you will thrive in a dynamic and supportive environment that values excellence in customer service and brand integrity. Our commitment to employee growth is reflected in our collaborative work culture, where your insights directly influence customer experience improvements. Located in a vibrant area, we offer unique opportunities to engage with luxury fashion while enjoying a flexible work-life balance and the chance to develop your skills alongside passionate professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the luxury fashion industry and let them know you're on the hunt for a Customer Relations Specialist role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills in action! If you get the chance, prepare for interviews by practising common customer service scenarios. Think about how you'd handle complex queries or VIP contacts, and be ready to share examples from your past experience that highlight your proactive approach.
✨Tip Number 3
Stay engaged with the brand! Follow Saloni on social media and interact with their posts. This not only shows your genuine passion for the brand but also keeps you updated on their latest news and initiatives, which can be super helpful during interviews.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Make sure to tailor your application to highlight your relevant experience in luxury fashion and customer relations, and don’t forget to showcase your communication skills!
We think you need these skills to ace Customer Relations Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects your experience in customer relations, especially in luxury or premium fashion. Highlight specific achievements and skills that align with the role, like handling VIP customers or resolving complex queries.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for the brand and how your proactive, solution-focused approach has made a difference in your previous roles. Keep it engaging and personal.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application is clear and professional. Use examples from your past experiences to demonstrate how you've effectively managed customer enquiries and resolved issues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process!
How to prepare for a job interview at SALONI
✨Know the Brand Inside Out
Before your interview, make sure you research the brand thoroughly. Understand its values, target audience, and recent developments. This will not only help you answer questions more effectively but also show your genuine passion for the brand.
✨Prepare for Complex Scenarios
Given the nature of the role, be ready to discuss how you've handled difficult customer situations in the past. Think of specific examples where you resolved complex queries or turned a negative experience into a positive one. This will demonstrate your problem-solving skills and proactive approach.
✨Showcase Your Communication Skills
As a Customer Relations Specialist, strong communication is key. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few responses to common customer queries to showcase your ability to handle various communication channels effectively.
✨Highlight Your Team Collaboration Experience
This role involves working closely with e-commerce and operations teams. Be prepared to discuss your experience collaborating with different departments. Share examples of how you’ve contributed to team projects or improved processes, as this will highlight your team player mentality.
