Online Customer Experience Specialist - UK

  • London, United Kingdom
  • Ecommerce

Responsible for interacting with customers to provide assistance with inquiries, concerns, and requests about online orders, the website, DVF products, and services and utilizing expert product knowledge base to provide styling advice, product recommendations, and increase sales.

•Provides exceptional customer service via phone and email relating to the website, customer orders and products.
•Responsible for fulfilling online orders accurately and in a timely manner.
•Facilitates customer returns and maintains contact with customers to ensure credit requests.
•Solid understanding of the fashion industry, designers and trends.
•Confident with all sales channels; face to face, email, and telephone.
•Ability to develop close client relationships
•Self-motivated, proactive and energetic with a collaborative approach to work
•Assist customers as a personal shopper – Maintain and utilize a vast knowledge of product and fit to recommend product and assist customers with questions
•Always convey enthusiasm about product and when assisting customers.
•Provide helpful, concise, and accurate responses to customer calls and emails
•Represent the company in a professional and courteous manner
•Effectively follow policies and procedures as directed
•Maintain accuracy in all functions
•Other tasks as needed


  • Ability to work quickly and accurately, and successfully manage time/prioritize responsibilities to ensure all tasks are completed in a timely manner
  • Excellent written and oral skills to effectively communicate with customers;  accurate spelling and grammar 
  • French, German, Spanish as a second language would be a plus.
  • Self-disciplined and reliable
  • Excellent Interpersonal skills with a CAN-DO attitude
  • Proficient in Microsoft Office Suite (Word, Excel, etc).
  •  Experience working in either a call centre, ecommerce or retail selling environment preferred
  • Excellent English + French or German as a bonus

 A DVF Customer Service Representative:

  • Wants to delight customers, above and beyond the call of duty
  • Is a “people person”; has a service orientation and finds gratification in helping people
  • Has intimate knowledge of customers’ needs
  • Has empathy for the customer’s situation
  • Is able to communicate clearly, both written and in speech
  • Has a "thick skin" and is able to handle complaints, even when handling unpleasant customers
  • Works accurately with an eye for detail
  • Handles situations in the best interest of both customer and company
  • Has a positive, helpful demeanor
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