De La Vali is looking for a part-time Customer Service Coordinator to join the team in London.

The Customer Service Coordinator is responsible for managing all enquiries and maintaining a consistent, high standard of service across all communication channels.  As the primary point of contact, the Customer Service Coordinator will ensure a seamless, end-to-end customer experience aligned with brand standards. 

Key Responsibilities of the Customer Service Coordinator

Customer Communication:

• Manage customer enquiries through the customer service email account.
• Respond to queries relating to orders, shipping, delivery, returns, exchanges, refunds, and product information.
• Provide accurate information on product details, sizing, restocks and style enquiries.
• Manage complex situations - late deliveries, incorrect or damaged items and complaints with professionalism and care.
• Ensure all communication is consistent with the brand tone of voice.

Order & Returns Management:

• Process customer returns and exchanges.
• Liaise with the warehouse team to resolve any fulfilment issues.
• Coordinate with couriers to investigate and resolve lost or missing orders.
• Liaise with the product team on all Made-to-Order requests.

Cross-Department Collaboration:

• Liaise with operations, warehouse and e-commerce teams to resolve customer issues.
• Escalate complex or unresolved issues where necessary.
• Work closely with the store team to support the fulfilment of e-commerce orders when required.

What De La Vali is looking for:

• Experience in a customer service role
• Proactive and solution-oriented
• Strong written and verbal communication skills.
• Good organisational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Problem-solving skills with a structured and proactive approach.
• Proficiency in Gmail and Google Workplace applications 
• Customer service experience within fashion, retail, or e-commerce is a plus
• Experience using Shopify, SWAP, Global-e is a plus

Customer Service Coordinator's Performance Indicators:

• Timely and accurate response to customer enquiries
• Effective resolution of customer issues
• Accuracy in order and returns processing
• Consistency in communication and adherence to brand tone