Odd Muse is a London-based fashion brand that has redefined investment fashion with its classic and timeless designs. Established in 2020, the brand was founded on a mission to challenge traditional fashion consumption and empower young women with accessible luxury. Known for crafting impactful collections and sell-out designs, Odd Muse has rapidly grown into a global fashion name, hosting fashion week shows and expanding its team. The brand emphasises quality, sustainability, and sartorial elegance, creating pieces that remain wardrobe staples for years to come.
Location: Shenfield (Hybrid)
Reports to: Customer Experience Manager
Role Summary
We are looking for a Customer Experience Assistant to provide excellent day-to-day support for our customers, ensuring a seamless and positive experience across all channels. This role is ideal for someone passionate about fashion, customer service, and delivering prompt, accurate, and friendly support.
You will handle enquiries, assist with orders, manage returns, respond to customer reviews, and work closely with internal teams to help improve the overall customer journey.
Key Responsibilities
Customer Support & Enquiries
* Respond to customer enquiries via email, live chat, and social media.
* Assist customers with order placement, shipment tracking, and status updates.
* Address and resolve complaints, returns, exchanges, and refund requests in a timely and professional manner.
* Reply to customer reviews on relevant platforms, ensuring a professional, helpful, and brand-aligned tone.
* Maintain up-to-date knowledge of company policies, including returns, exchanges, terms & conditions, and privacy policies.
* Respond to customer reviews
Operational Support & Process Adherence
* Ensure customer issues are processed accurately and efficiently.
* Document customer feedback and pass insights to marketing and product teams.
* Collaborate with colleagues across departments to deliver a consistent customer experience.
* Support the processing of returns and exchanges, ensuring accurate logging and compliance with policies.
* Identify recurring issues and suggest improvements to workflows and processes.
* Participate in team meetings, training sessions, and knowledge-sharing initiatives.
* Contribute to enhancing overall customer satisfaction through proactive problem-solving and attention to detail.
Requirements
* Minimum 1 year experience in customer service, preferably within e-commerce, fashion, or retail.
* Passion for fashion and delivering excellent customer service.
* Confident decision-making and problem-solving ability.
* Good computer literacy and familiarity with systems such as Gorgias and Shopify preferred.
* Team player with a proactive, professional approach.
A hands-on, customer-focused role ideal for someone starting or developing a career in customer experience.
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