ROJA
Customer Services & Sales Support
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Customer Services & Sales Support
Based: Burlington Arcade, London
6 months Fixed Term Contract
Part-Time, 3 days per week (Tuesday, Wednesday & Friday)
Occasional evenings and weekends during peak trading periods, paid as overtime.
About Roja Parfums
Roja Parfums is widely recognised as the world’s most luxurious fragrance house. We create fragrances rich in personality, using luxury ingredients and craftsmanship to tell stories that resonate around the world. Our fragrances trigger emotions and create memories – ultimately becoming an extension of your personality and a part of your life forever.
Responsibilities:
Customer Service & Sales Support
- Provide a high standard of customer service, acting as a Brand Ambassador and reflecting ROJA London’s values in all interactions.
- Assist customers with product selection, orders, and general enquiries across live chat, email, and phone.
- Respond to customer contacts within agreed service levels and resolve order, delivery, and returns issues.
- Keep accurate records of customer interactions using the relevant systems.
Order Management, Risk & Compliance
- Oversee order fulfilment
- Approve or cancel orders according to set criteria and support fraud/risk checks where needed.
- Monitor order tracking globally and help arrange returns in coordination with relevant teams.
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E‑commerce Operations & Inbox Management
- Monitor the customer service inbox and ensure timely responses and appropriate escalation of complex issues.
- Share internal enquiries.
- Monitor stock and product information on Shopify and support basic site audits.
Key Skills Required:
Essential
- Fluency in English (spoken and written) to support key markets.
- Proven experience in a customer service or contact centre environment, with a strong focus on customer experience.
- Exceptional attention to detail and outstanding organisational skills.
- Strong problem‑solving ability with a solutions‑oriented approach.
- Confidence using Microsoft Office (Word, Excel, Outlook, PowerPoint).
- Ability to multitask, prioritise, and work effectively under pressure in a dynamic environment.
Desirable
- Experience working in an e‑commerce environment, ideally in luxury or premium retail.
- Hands‑on experience with Shopify for order, product, and stock monitoring.
- Familiarity with order approval/cancellation workflows, fraud/risk monitoring, and global logistics tracking.
- Experience analysing data and sharing insights with senior management.
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Personal Attributes:
- Inspired by working for ROJA London and passionate about luxury fragrance.
- Self‑motivated, proactive, and keen to share ideas and outcomes with the team.
- Patient, empathetic, and able to actively listen, build rapport, and probe effectively.
- Confident making decisions within agreed ways of working and comfortable taking ownership.
Benefits (ROJA Perks):
- 25 days holiday, including Bank Holidays
- Hybrid working
- Product allowance and staff discounts
- Exclusive employee sales
- Private healthcare
- Pension scheme
Equality, Diversity & Inclusion
ROJA London is an equal opportunities employer and does not discriminate on the grounds of age, race, gender, disability, sexual orientation, marital status, or religion. The company is committed to building a representative, inclusive workplace and to a fair and accessible recruitment process.
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