Job Description:

We are looking for a Senior Customer Service Operations Manager with Fashion experience to join our growing team to support one of our most important departments – E-Commerce. This position is offered on a permanent contract, working from our Portugal office based out of Santa Maria da Feira.

We're dedicated to delivering the ultimate premium shopping experience to our most loyal clients around the globe and are always looking for ways to ensure the highest satisfaction levels.

Miista is a Creative first & Customer experience-oriented company for which this role is a key part of our journey towards enhancing customer engagement across every touchpoint.

The ideal profile is someone with client development skills, excellent organisational skills, and knowledge of fashion and the Miista brand.

We are looking for someone excited about ensuring each customer interaction with our brand is true to our core values and the Miistas’ tone of voice. We seek someone who is comfortable working and training a growing team in a fast-paced environment with excellent communication skills.

Main Responsibilities:

The main functions of this role include but are not limited to the following:

• Coordinate our team of agents to provide exceptional global customer support through various channels such as emails, phone and social media.
• Train and develop techniques to drive conversion through engaging with customers, suggestive selling and sharing product knowledge.
• Design strategies to build customer relationships and ensure customer satisfaction is completed pre and post-purchase.
• Coordinate the reporting needs within the department and offer a strong operational lead within the Portuguese-based team.
• Work closely with other departments to ensure consistent customer service levels across the company.
• Resolve general customer enquiries and support decision-making throughout the e-commerce conversion funnel.
• Lead and coordinate the team on weekly meetings and weekly and monthly reports according to the business targets and strategies.
• Supervising a protocol of answering all client enquiries in a highly professional manner, ensuring all queries are handled quickly and correctly.
• Keeping up to date and organised with ongoing customer enquiries or complications.
• Coordinate the physical retail customer service experience and strategy combined with online policies.

Qualifications:

Minimum of 1-3 years in Retail and E-Commerce customer service.

Must have had physical retail experience with a premium fashion brand before moving to an E-Commerce customer service role.

Must have considerable experience working with high-profile clients and ensuring the satisfaction of the client journey. Preferably, you will have past exposure to luxury personal shopping or VIP sales.

Additional qualifications and skills preferred:

• Attention to detail.
• Knowledge of Portuguese
• Strong organisational skills.
• Proactive, creative, and self-starter.
• Garment making and textiles expertise.
• Excellent written and verbal communication skills.
• Proficiency with MS Office applications (Word & Excel) and knowledge of cloud-based applications.
• A personable person who can work within a team and is self-organized when working from home.
• Interested in fashion and trends in aesthetics and society at large.

Our Position: The Opposite Thing

Designed in London — Made in Spain — EU Sourced and Produced

Miista upends the exclusionary practices of the fashion industry to show how we’re actually living now. Over the last ten years we are proud to have built a brand that through craft, our community, the risks we’ve taken and a sometimes

bizarre willingness to laugh at ourselves, has made an elegant commitment to the alternative. A dedication to the opposite thing.

What does that mean? That we’re happy to sacrifice profit and to subvert problematic fashion trends for women to create a product that has personality in addition to aesthetic value. A product that knows women don’t really shop using the search words ‘pretty’ now. If we were your friend, Miista would be the odd one at school who grew up and got an attitude and a sense of confidence. You know when it’s a Miista.