- Lovisa is fast-fashion Retail
- Lovisa is global, and its growth is infectiously energetic
- See us at careers.lovisa.com
- Position Purpose and Expectation
- You are a wonderful communicator who puts people at ease with your natural patience, attentiveness and warm approach.
- You keep conversations positive and uplifting at all times, staying calm, focused and goal‑oriented even when surprises come your way.
You bring strong product knowledge and a genuine passion for the Lovisa brand. The 10+1 Culture Commitments feel instinctively aligned with who you are, and you reflect them effortlessly in the way you support our customers and represent Lovisa.
The role
- Capture, report and resolve customer feedback relating to their Lovisa.com experience
- Manage customer enquiries via email, live chat, phone and social channels, ensuring accurate responses, timely follow‑up and full resolution
- Maintain a 100% service resolution target within 24 hours and meet department KPIsEscalate issues appropriately to ensure customer satisfaction
- Support the accuracy of online product descriptions by providing content teams with clear wording, keywords and customer‑focused insights
- Solve customer problems efficiently while adhering to Lovisa policies
- Keep the global Store Locator up to date and accurate for all regions
- Communicate proactively through all omnichannel touchpoints
- Liaise with internal teams including digital, marketing, trade, retail and logistics
- Assist with order fulfilment queries by coordinating with customers and internal teams
- Contribute to continuous improvement of the online customer experience
- Take on ad‑hoc duties as directed by the CX Manager and Coordinator
About You
- Exceptional written and verbal communication skills
- Strong multitasker who stays calm and organised under pressure
- Proactive problem‑solver with strong attention to detail
- Tech‑savvy and quick to learn new systems
- Experience with Futura, Zendesk, and Shopify+ is advantageous
- Understands e‑commerce customer behaviour and experience as well as online service standards
- Reliable, accountable and able to manage your own workload on time
- Team player with a passion for delivering world‑class customer experiences
- We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team.
- We celebrate our global presence, by supporting our culturally diverse team around the world.
