Personal Shopping Assistant

Ounass; Dubai; On-site; AED 80,000 - 140,000; Full time

Job summary

Ounass is seeking a fashion-passionate Personal Shopping Assistant to join the team in a hybrid operations role that blends luxury retail awareness with after-sales expertise.

You will support Personal Shoppers, manage client cases, and coordinate across departments to ensure exceptional client experiences and timely fulfilment. A growth mindset and strong communication are essential.

Qualifications

• 0–2 years of experience in customer service, clienteling, luxury retail fashion, or personal shopping support.
• Strong understanding of premium client-service standards and after-sales care.
• Excellent organisation, attention to detail, time management and proactive problem-solving skills.
• Ability to coordinate calmly across multiple departments.
• Strong written and verbal English communication skills.
• Arabic is an advantage.
• Confidence using Excel or Google Sheets; experience with Salesforce, Magento or other clienteling/e-commerce tools is a plus.
• Genuine passion for fashion styling, luxury brands and emerging trends.
• Client-journey-focused approach and willingness to take on styling responsibilities.

Responsibilities

• Manage Personal Shopper and client requests, escalations and after-sales cases including orders, exchanges, returns and cancellations.
• Coordinate with Warehouse, Customer Service, Outbound Returns and Product teams to resolve cases efficiently.
• Monitor order fulfilment for a micro-team of at least two Personal Shoppers and address delays and stock issues.
• Maintain clear, timely communication with Personal Shoppers regarding client cases.
• Coordinate logistical requirements including tailoring bookings and service verification against invoices.
• Assist with client gifting, appeasements and personalised service needs.
• Support with VIC requests including shop-on-behalf services, product sourcing, Maison appointments and item transfers.
• Help Personal Shoppers prepare product selections, edits, lookbooks and wishlists.
• Support product curation and styling requests under guidance of Personal Shoppers.

Skills

Customer service

Clienteling

Luxury fashion knowledge

Organization

Time management

Communication skills

English proficiency

Arabic advantage

Tools

Excel

Google Sheets

Salesforce

Magento

Job description

We are looking for a fashion-passionate highly organised Personal Shopping Assistant to join our team. The PSA role is evolving beyond logistical support into a hybrid fashion-savvy operations position combining luxury retail awareness with after-sales expertise this role connects service fulfilment with exceptional client experiences and offers a strong development pathway towards a future Personal Shopper position.

Key responsibilities

• Manage Personal Shopper and client requests escalations and after-sales cases including order updates exchanges returns and cancellations
• Coordinate with Warehouse Customer Service Outbound Returns and Product teams to resolve cases efficiently
• Proactively monitor order fulfilment for an assigned micro-team of at least two Personal Shoppers identifying delays availability concerns and stock issues
• Maintain clear timely communication with Personal Shoppers regarding their client cases
• Coordinate logistical requirements including tailoring bookings and verification of services provided to VICs against vendor invoices
• Support client gifting requests appeasements and other personalised service needs
• Assist with special VIC requests including shop-on-behalf services product sourcing Maison appointments and item transfers
• Help Personal Shoppers prepare product selections bespoke edits lookbooks and wishlists
• Support product curation and styling requests under the guidance of the assigned Personal Shoppers
• Develop styling product and commercial skills through active shadowing and collaboration with the Personal Shopping team
• Attend seasonal brand and product knowledge training sessions
• Manage Personal Shopper handovers and provide coverage during annual maternity or other leave periods
• Work flexible or late hours including weekends when client or business needs require it

What we re looking for

• 0 2 years of experience in customer service clienteling luxury retail fashion e-commerce or personal shopping support
• A strong understanding of premium client-service standards and after-sales care
• Excellent organisation attention to detail time management and proactive problem-solving skills
• The ability to coordinate calmly and effectively across multiple departments
• Strong written and verbal English communication skills
• Arabic is an advantage
• Confidence using Excel or Google Sheets experience with Salesforce Magento or other clienteling and e-commerce tools is a plus
• A genuine passion for fashion styling luxury brands and emerging trends
• A client- and user-journey-focused approach
• A growth mindset eagerness to learn and readiness to take on styling and client-facing responsibilities when needed