Seasonal Customer Experience Support

Penelope Chilvers; Greater London; On-site; GBP 17,000 - 22,000; Full time

Job summary

Penelope Chilvers Ltd is seeking an exceptional Customer Service Assistant for the peak winter season. You will be the voice of the brand, delivering warm, elevated service online in addition to store interactions at the Duke Street Mayfair location.

This fixed-term role runs through the winter period, with an immediate start. The ideal candidate will excel in communication, have Zendesk proficiency, and thrive in a fast-paced, luxury fashion retail environment.

Qualifications

• Experience in customer service, ideally in luxury fashion.
• Hands-on experience with Zendesk or similar CRM tools.
• Background in high-end fashion retail or premium customer service.

Responsibilities

• Manage customer queries via telephone and email to resolve issues.
• Provide digital styling and product advice to online customers.
• Turn complex inquiries into positive customer experiences with a solution-focused approach.

Skills

Customer service

Communication

Fashion retail

Tools

Zendesk

Job description

Penelope Chilvers is an iconic luxury footwear and accessories brand. We design pieces to fall in love with and stay in love with. Combining contemporary design with traditional Spanish craftsmanship, our mantra is to ‘go anywhere, do anything.’ With beautiful boutique stores in Mayfair, Belgravia, and Notting Hill, sustainability, quality, and effortless style sit at the very heart of everything we do.

The Role

We are looking for an exceptional, experienced Customer Service Assistant to join our close-knit team for the vibrant and busy winter season. In this role, you will be the voice of Penelope Chilvers, ensuring our customers receives the same warm, elevated service online as they do in our stores.

This is a temporary, fixed-term position covering our peak winter period.

What You’ll Do

• Elevate the Customer Journey: Seamlessly manage and resolve customer queries across telephone and email
• Provide Digital Styling: Bring your eye for fashion to the digital space, offering tailored styling and product advice.
• Problem-Solve with Grace: Act as a solution-focused thinker to turn complex queries into positive customer experiences.

Who You Are

• An Experienced Communicator: You possess flawless written and verbal communication skills with a warm, professional tone.
• Zendesk Proficient: You have hands-on experience using Zendesk (or a similar CRM) to manage workflows efficiently.
• Fashion-Forward: Ideally, you have a background in a high-end or luxury fashion retail environment, with experience providing face-to-face style advice.
• Detail-Oriented & Organised: You have a sharp eye for accuracy and the ability to prioritise tasks seamlessly in a fast-paced environment.
• Tech-Savvy: You are highly computer literate and confidently adapt to new systems quickly.

The Details

• Location: Duke Street Store in Mayfair
• Contract: To start a.s.a.p. on a Fixed-Term basis to mid-February
• mid-Important: We are unable to provide Skilled Worker visa sponsorship for this role.