Customer Relations Specialist

An experienced customer relations role supporting the growing direct-to-consumer business. This person is the proactive face of the brand for customers — handling VIP email contacts, resolving complex queries across email, phone, and social channels, and taking full ownership of case resolution. The role also works closely with the e-commerce team to support customer journey improvements, customer insight sharing, and collaboration with internal teams where required.

This is not an entry-level position and is suited to a customer relations professional with previous experience within luxury or premium fashion, strong communication skills, and a proactive, solution-focused approach.

CUSTOMER SERVICE & CASE RESOLUTION

• Manage all customer enquiries across email, phone, social media, and live chat in a timely and professional manner.
• Deliver a high standard of customer service while maintaining the tone and values of the Saloni brand.
• Support customers with product information, sizing, styling queries, order updates, returns, exchanges, and delivery issues.
• Maintain a seamless customer experience by proactively managing and following through on customer case resolution.
• Manage difficult customer situations with professionalism, diplomacy, and discretion.

VIP & PRIORITY CONTACT

• Handle VIP email contacts with care and attention, driving high customer satisfaction.
• Respond to social media messages, ensuring company guidelines are adhered to at all times.
• Escalate complex VIP matters to the VIP & Customer Experience Manager where appropriate.
• Monitor customer feedback and identify recurring themes, product feedback, website issues, or customer journey improvements.
• Share relevant customer insights with internal teams to help improve customer experience and website performance.
• Identify recurring customer queries or issues and communicate feedback to the Design, Production, and E-commerce teams to help support ongoing improvements and decision making.

E-COMMERCE OPERATIONS SUPPORT

• Work closely with the e-commerce and operations teams to ensure a smooth customer journey.
• Support customer communication during launches, sales periods, and key trading activity.
• Assist with ad hoc customer experience projects and service improvements where needed.

What We Are Looking For

• Proven experience in a customer relations role — this is not a junior entry-level position.
• Excellent communication skills, with the ability and confidence to resolve complex customer issues and deliver a positive outcome for both the customer and the business.
• A reliable and consistent approach, and a strong team player.
• A positive approach to change and a strong sense of resilience.
• A flexible attitude with the ability to take initiative without prompting.
• An excellent eye for detail and good organisational skills.
• Working experience with Shopify Plus, Adobe Suite, and Microsoft Office, Gorgias.
• Previous experience within luxury fashion, retail, or hospitality strongly preferred.
• Genuine passion for the brand

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