Online Retail Assistant

Job Title: Online Retail Assistant

Kemi Telford is an independent fashion brand based in Sutton, Surrey, London, creating bold and unique pieces for phenomenal women.  

We seek an experienced and fashionable individual to join our team.

This role is perfect for someone with a strong background in customer service, preferably within the fashion industry, who can bring value and expertise to our business.

You will play a key role in helping our customers and supporting the brand owner across various aspects of the company.

Key Responsibilities:

• Customer Service: Manage customer enquiries via phone, email, and WhatsApp. You are expected to deliver exceptional service by addressing questions about products, sizing, returns, and more. We need someone who understands the premium customer experience and can build solid and lasting relationships.
• Order Fulfilment: Ensure efficient and accurate processing of orders, from picking and packing to shipping. You will also handle customer returns, refunds, and stock management in our integrated stockroom and office.
• Product Design Support: Participate in product design discussions, including fabric selection and contributing creative ideas for new pieces.
• Website Management: Update product descriptions, upload photos, and maintain product listings. Familiarity with platforms like Adobe Lightroom is a plus, especially for photo editing.
• Marketing & Advertising: Assist with creating content for social media, email newsletters, and paid ads.
• Supplier Relations: Communicate with suppliers, manage order details, and track inventory. You will also assist with deliveries and stock updates in our system.
• Studio & Photoshoot Assistance: Support in organising and participating in both studio and on-location photoshoots, ensuring everything runs smoothly.
• General Operations: Help with various operational tasks, including stocktaking, unpacking boxes, and maintaining the work environment.

Essential Skills & Experience:

• Proven customer service experience, preferably in the fashion industry, with a strong understanding of premium customer care.
• Ability to add value by applying past experiences to improve customer interactions and brand processes.
• Strong communication skills, both written and verbal, with a friendly and professional tone.
• Ability to work in a fast-paced environment, managing multiple tasks and deadlines effectively.
• Tech-savvy, with good knowledge of Microsoft Office (Word, Excel) and basic photo editing (Adobe Lightroom is a plus).
• Highly organised and a quick learner, willing to take on new challenges and grow with the business.

Nice-to-Have Skills:

• Experience with photo editing software (e.g., Adobe Lightroom).
• Strong knowledge of fashion trends and an eye for design.