Customer services advisor

Job Description

Grenson is a renowned luxury footwear brand, making high quality men’s and women’s shoes that combine traditional craftsmanship with contemporary design. As manufacturers, retailers, and wholesalers, we are proud to distribute our collections worldwide through our own e-commerce platform, and selected retail partners. Alongside this, we also have four of our own stores in central London.

We are looking for a Customer Service Advisor who will be one of the first point of contacts for our e-commerce customers providing a seamless and personalised experience. This is a hands on role and requires professionalism and attention to detail so as to maintain our premium brand standards while resolving queries efficiently.

We a fairly small team, so a willingness to help out in other areas of the business when required is essential.

Please note, this is a temporary position to cover maternity leave.


Key Responsibilities

1. Helping to manage and co-ordinate the day to day customer services workload.
2. Handle customer enquiries via email, phone, live chat, and social media with professionalism and brand-appropriate tone.
3. Provide detailed product knowledge to assist customers with purchases, sizing, care, and aftercare.
4. Manage customer order enquiries, exchanges, and returns in line with company policies and brand standards.