Customer Care Representative

About Us

Club L London is the next-generation online fashion retailer for the forward-thinking woman. Conceptualised and crafted in-house and abroad, we specialise in accessible luxury and designs of unrivalled quality that flatter all figures.

From prom to occasion, maternity, bridal, and beyond, we deliver an elevated shopping experience that connects our global community of trend-setting consumers, influencers, and content creators with fresh collections dropping weekly.

The Role

This position is based at our HQ in Dubai.

As a Customer Care Representative, you will play a vital role in delivering exceptional customer experiences and building lasting relationships with our community. Acting as the voice of our brand, you'll engage with customers across email, live chat, and social media channels, providing timely support, expert product guidance, and solutions that exceed expectations.

This is a fast-paced, customer-focused role where you'll take ownership of enquiries, order updates, and issue resolution while ensuring every interaction reflects our brand values. You'll use your initiative to create meaningful customer moments, identify opportunities for continuous improvement, and collaborate with internal teams to resolve critical issues. If you're passionate about helping people, thrive in a KPI-driven environment, and are committed to delivering outstanding service, we'd love to hear from you.

Hours Required

Mon- Fri 4pm -12am (UAE)

Mon- Fri 5pm-1am (UAE)

Wed – Sun 12pm -8pm (UAE)

Key Responsibilities

• Be the voice of our Customer Experience team, spending your day engaging with our passionate customers on email, live chat and social channels.
• Handling order tracking, pre-order updates and follow ups with customer.
• Provide professional, empathetic, brand-aligned communication.
• Escalate and communicate critical issues
• Use strong customer care initiative to provide value added service and create moments that matter.
• Identify opportunities to improve processes and customer experiences.
• Act as a go to resource and knowledge expert, from product advice to policies and procedures.
• KPI driven
  
  

More About You

• Ability to be able to communicate with clarity
• Exceptional spelling and grammar
• Empathetic
• Proactive, resourceful and confident in taking initiative
• Ability to maintain professionalism and consistency in customer interactions within a fast-growing environment
• Fast and accurate typist 50+WPM
• Act as a team player
• Highly organised and detail oriented