Customer Experience Associate (Fashion House) needed at WorQulture

Job Description

• Our client a (luxury fashion brand) is in need of a Fashion Customer Service Representative.
• As a Fashion Customer Service Representative, in our fashion house, you will be responsible for providing exceptional service to customers, addressing inquiries, resolving issues, and ensuring a positive shopping experience.
• You will serve as a brand ambassador, representing our company’s values and commitment to excellence in every customer interaction.

Responsibilities

• Respond promptly to customer inquiries and complaints, and address customers’ complaints, concerns, and feedback with empathy and professionalism.
• Provide accurate information about products, pricing, availability, and promotions.
• Assist customers in placing orders, processing payments, and tracking shipments.
• Investigate order discrepancies, shipping delays, and product issues to provide timely
• resolutions.
• Collaborate with other departments, such as logistics and quality control, to resolve
• customer issues effectively.
• Stay updated on product features, materials, sizing, and care instructions to assist customers
• accurately.
• Offer personalized recommendations based on customer preferences and style preferences.
• Process orders, exchanges, returns, and refunds accurately and efficiently.
• Ensure order accuracy, including verifying item availability, sizes, and colours before
• processing.
• Coordinate with warehouse and fulfilment teams to expedite orders and minimise shipping
• errors.
• Follow up with customers after purchases to ensure satisfaction and gather feedback.
• Identify opportunities to upsell or cross-sell products based on customer needs and
• preferences.
• Maintain accurate records of customer interactions, inquiries, and resolutions using CRM
• software or databases.
• Generate reports on customer service metrics, such as response time, resolution rate, and
• customer satisfaction scores.
• Assist with administrative tasks, such as updating customer profiles, processing paperwork,
• and filing documents.
• Act as a brand ambassador by promoting new collections, promotions, and brand initiatives
• to customers.

Requirement

• Minimum of a Bachelor’s degree in any related field.
• Minimum 1-3 years experience in retail fashion in a customer service role
• Previous experience in customer service, preferably in the fashion industry or retail environment.
• Excellent communication skills, both verbal and written, with a strong focus on customer satisfaction.
• Proficiency in using CRM software, Microsoft Office suite, and other customer service tools.
• Strong attention to detail and accuracy in order processing and data entry.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Flexibility to work weekends.
• Passion for fashion, trends, and luxury brands, with a keen eye for style and aesthetics.