Job Description

Job Title: Customer Service Manager (SOC: 4143)

Location:

21 Knightsbridge, Business Centre, London, England, SW1X 7LY

Type:

Full-time, Permanent

Salary

: 38,700 - 42,000 per annum

Working Hours

: 37.5 hours

Benefit:

28 days paid annual leave (including bank holidays), statutory pension scheme, staff discounts

About Namko

Namko is a UK-based luxury fashion retailer specialising in authentic designer clothing and accessories for both domestic and international customers. With a growing global client base, we deliver a premium e-commerce experience through 24/7 multilingual support, verified products, and seamless international logistics.

Role Overview

We are seeking a dedicated Customer Service Manager to lead the delivery of exceptional, culturally sensitive, and round-the-clock support to our international clientele. This role is pivotal in enhancing customer satisfaction, fostering brand loyalty, and ensuring that the luxury experience is carried through every stage of the customer journey--from pre-purchase queries to post-sale service.

Key Responsibilities

Deliver responsive, prompt customer support across email, live chat, and phone channels. Manage and resolve customer inquiries related to orders, shipping, returns, payments, and product information. Ensure service quality meets the expectations of a luxury fashion audience. Develop standard operating procedures (SOPs) for handling complaints, fraud checks, refunds, and escalations. Train and oversee junior support staff as the team scales. Work closely with logistics and sales teams to ensure seamless post-purchase experiences. Maintain high levels of cultural awareness and communication sensitivity for clients from diverse backgrounds and time zones. Monitor and report on customer service KPIs and feedback to continuously improve service quality.

Requirements

Proven experience in international customer service, preferably in the luxury fashion or e-commerce sector. Demonstrated cultural awareness and adaptability. Excellent written and verbal communication skills. Ability to work flexible hours, including evenings and weekends, to support our 24/7 model. Strong organisational skills with attention to detail and service quality. Ability to handle high-value transactions with discretion and professionalism.
Commitment to long-term employment and relationship building with clients.

Job Type: Full-time

Pay: 38,700.00-42,000.00 per year

Work Location: In person