Customer Experience Support

About the role

As a Customer Experience Support professional at Lovisa, you will be the friendly voice and written presence that helps shoppers enjoy a seamless online journey. You will use your strong communication skills and product knowledge to turn inquiries into positive experiences, while supporting the brand’s fast‑fashion retail vision.

Key responsibilities

• Capture, report and resolve customer feedback related to the Lovisa.com experience.
• Manage enquiries via email, live chat, phone and social channels, ensuring accurate, timely responses and full resolution.
• Maintain a 100% service resolution target within 24 hours and meet department KPIs.
• Escalate issues appropriately to safeguard customer satisfaction.
• Support the accuracy of online product descriptions by providing clear wording, keywords and customer‑focused insights.
• Keep the global Store Locator up to date for all regions.
• Communicate proactively across 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.

Required profile

• 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.
• Understanding of e‑commerce customer behaviour and online service standards.
• Reliable, accountable and able to manage own workload on time.
• Team player with a passion for delivering world‑class customer experiences.

Required skills

• Futura
• Zendesk
• Shopify