E-commerce Customer Service Representative - Luxury Brand

Summary Carl Friedrik is a product design company challenging traditional luxury. We design and sell premium accessories and travel goods. We empower modern professionals in their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality. About the role We are looking for a motivated and talented individual to join our team as Customer Service Representative. Someone who is passionate about customer experience and driving improvements is a must. This will be a fast-paced and intensive role as you will work closely with the E-Commerce Customer Service Manager, helping to solve customer queries and improve customer support KPIs. Responsibilities: To be the face of Carl Friedrik for the customer, staying up to date with all new projects and developing a strong understanding of our brand and products Provide knowledgable and confident answers to customers on all platforms (online chat, email, social media, and phone) Display initiative and an ability for problem solving Action customer requests across a variety of e-commerce tech platforms and software Liaise with our warehouse to help track shipments for customers and adjust orders accordingly Liaise with our Global Payment System to help monitor customers payments/refunds, and returns Building strong rapports with customers, going above and beyond to help solve their queries Ideal candidate We're looking for a talented and highly motivated candidate to join our small, high-powered team. Working days - 5 days per week (Thurs - Mon) We are looking for someone that's: Passionate : You're passionate about your role, your team, and serving our customers. Proactive : You act without being told what to do and have the ability to self-handedly push a new project to the finish line. Strong communicator : Both within the team and externally (excellent written/verbal skills). Creative : You express creativity in your approach to problem solving. You always ask if there's a better way to do something. Problem solver: You are able to come up with creative and logical solutions to problems and action them with no assistance. Experience Experience in a customer service or customer-facing role. Technical understanding of order management softwares and e-commerce platforms. Native level English. More about Carl Friedrik We are challenging the outdated practises that characterise the luxury industry. By selling direct-to-consumer, embracing sustainable materials and rejecting seasonal fashion, we are better positioned to serve our customer: the modern professional. Intelligent design is a crucial part of our ethos. Everyday accessories should be functional and a joy to use - so form always follows function in our creative process. Accessories must also meet the demands of modern living. So we only collaborate with the finest materials and craftsmen. The result: products that last a lifetime. Carl Friedrik in the media New York Times: "Best refined briefcase for daily use: Carl Friedrik" Forbes: "The new king in the leather goods space" Featured in HBO's Emmy award-winning drama, Succession. Benefits Competitive salary Contributory pension scheme Annual company trip frequent team social events Flexible location, even remote Premium co-working spaces in London and Barcelona Join a fast-growing, agile and international team, passionate about innovation and making a difference

Location: London,London, GB

Posted Date: 9/9/2025