At a Glance
- Tasks: Be the face of our brand, resolving customer queries and enhancing their experience.
- Company: Join a luxury 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 projects.
- Why this job: Make a real impact by improving customer journeys in a premium setting.
- Qualifications: Experience in customer relations, strong communication skills, and a passion for fashion.
The predicted salary is between 35000 - 45000 € 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 in London employer: SALONI
At Saloni, we pride ourselves on being an exceptional employer that values the contributions of our Customer Relations Specialists. Our vibrant work culture fosters collaboration and innovation, providing ample opportunities for professional growth within the luxury fashion sector. Located in a dynamic environment, we offer competitive benefits and a supportive atmosphere where your passion for customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Specialist in London
✨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 real-time! If you get the chance, attend industry events or workshops where you can demonstrate your customer service expertise. Engaging with potential employers face-to-face can really set you apart from the crowd.
✨Tip Number 3
Be proactive in your approach! Don’t just wait for job postings to appear; reach out directly to companies you admire, like Saloni. Express your interest in their brand and how you can contribute to their customer relations efforts.
✨Tip Number 4
Utilise our website to apply! We’ve got a streamlined application process that makes it easy for you to showcase your experience and passion for customer relations. Plus, it’s a great way to ensure your application lands directly in the right hands.
We think you need these skills to ace Customer Relations Specialist in London
Some tips for your application 🫡
Show Off Your Experience:Make sure to highlight your previous customer relations experience, especially in luxury or premium fashion. We want to see how you've handled complex queries and delivered top-notch service in your past roles.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. Show us how you align with our values and the specific requirements of the role.
Be Proactive in Your Approach:We love a proactive attitude! In your application, share examples of how you've taken initiative in previous roles, whether it’s resolving customer issues or improving processes. This will show us you're the right fit for our dynamic team.
Apply Through Our Website:For the best chance of success, make sure to apply through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for this exciting opportunity!
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 collections. 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. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨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 role-play common customer scenarios with a friend to refine your approach and ensure you maintain professionalism and diplomacy.
✨Highlight Your Team Collaboration Experience
This role involves working closely with various teams, so be prepared to discuss your experience in collaborative environments. Share examples of how you've worked with e-commerce or operations teams to improve customer journeys or resolve issues, demonstrating your ability to be a reliable team player.
