Customer Care Assistant

SALONI; Greater London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A luxury womenswear brand in Central London seeks a Customer Care Assistant for a 3-month fixed term contract. In this role, you'll be the first point of contact, providing exemplary service via phone, email, and WhatsApp. The position requires a proactive approach to problem-solving and excellent communication skills, along with a passion for superior customer experiences. Relevant experience in luxury retail or hospitality is essential. This role offers opportunities for brand training and personal development.

Benefits

Beautiful central London location

Immersive brand training

Yoga lessons in the office

Qualifications

• Flawless command of English, both written and verbal, with clear, articulate phone manner.
• Previous experience or internship in high-end customer service within luxury fashion, retail, or hospitality.
• Proactive, problem-solving mindset.

Responsibilities

• Serve as the primary contact for customers via phone, email, and WhatsApp.
• Handle enquiries including product information, order status, and complaints.
• Process orders, returns, and customer inquiries efficiently.
• Collaborate with internal teams in Logistics, E‑commerce, and Finance.

Skills

Flawless command of English

Previous experience in luxury customer service

Proactive problem-solving mindset

Proficiency in Microsoft Office

Tools

Shopify

CRM apps

Gorgias

Job description

Customer Care Assistant (3-Month Fixed Term Contract)

SALONI

Location: Clerkenwell, Central London

Position: Customer Care Assistant

Contract: 3-Month Fixed Term

About SALONI

SALONI is a womenswear brand and global creative studio founded in London by Saloni Lodha in 2011. Known for signature shapes, intricate embroideries, and exuberant prints, the brand has developed a multidimensional ecosystem where fashion intersects with cultural initiatives, immersive environments, and artistic collaborations.

Position Overview

We are seeking an articulate Customer Care Assistant for a 3‑month fixed‑term contract. You will be the crucial first point of contact, providing excellent service that not only resolves queries but also maintains relationships with our customers. Your communication skills and innate understanding of customer service will be essential in this role.

Key Responsibilities

Customer Interaction & Service

• Serve as the primary contact for customers via phone, email, and WhatsApp, providing seamless and personalised service
• Handle enquiries including product information, order status, shipping, returns, exchanges, and complaints with professionalism
• Learn product knowledge from the design team and demonstrate passion for the brand's collections, history, and values
• Practice active listening to understand customer needs
• Work with the senior team to resolve complex or sensitive customer issues with empathy and discretion
• Process orders, returns, and customer inquiries efficiently
• Track and follow up on customer feedback to help identify improvements
• Liaise with DHL to ensure smooth order dispatch and delivery
• Assist with sample logistics for PR, styling, and photoshoots
• Support with ad‑hoc tasks in Sales

Brand Representation

• Embodies the brand's tone of voice - respectful and warm in every interaction
• Maintain absolute discretion and confidentiality regarding customer information
• Uphold the highest standards of service at every customer touchpoint

Operational

• Learn our systems (Shopify, CRM apps) to accurately process orders and manage customer orders and interactions
• Collaborate with internal teams in Logistics, E‑commerce, and Finance

Essential Skills & Experience

• Flawless command of English, both written and verbal, with clear, articulate phone manner
• Previous experience or internship in high‑end customer service within luxury fashion, retail, or hospitality
• Proactive, problem‑solving mindset
• Proficiency in Microsoft Office and willingness to learn Shopify, Gorgias

Office Environment

• Immersive brand training and professional development opportunities
• Beautiful central London location in Clerkenwell with a passionate team
• Yoga lessons in the office