Customer Experience Support

Lovisa is fast-fashion Retail

Lovisa is global, and its growth is infectiously energetic

See us at careers.lovisa.com

Position Purpose and Expectation

You are a wonderful communicator who puts people at ease with your natural patience, attentiveness and warm approach. You keep conversations positive and uplifting at all times, staying calm, focused and goal‑oriented even when surprises come your way.

You bring strong product knowledge and a genuine passion for the Lovisa brand. The 10+1 Culture Commitments feel instinctively aligned with who you are, and you reflect them effortlessly in the way you support our customers and represent Lovisa.

Please note: This position requires a fixed schedule and is fully office-based in Midrand. WorkinghoursareWednesdayandThursday(09:00-18:00),Friday(14:00-23:00),andSaturdayandSunday**(17:00-02:00),withMondaysandTuesdaysasoffdays.Candidatesmustbeabletocommittothisschedule.**

The role

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

About you

• 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
• Experience with Futura, Zendesk, and Shopify+ is advantageous
• Understands e‑commerce customer behaviour and experience as well as online service standards
• Reliable, accountable and able to manage your own workload on time
• Team player with a passion for delivering world‑class customer experiences

We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.