We are looking for a Portugal-based Online Customer Service Agent to join our growing team and support one of our most important departments – E-Commerce. This is a full-time, office-based role at the MIISTA Headquarters and Warehouse in Santa Maria da Feira, Portugal.
As our Customer Care team supports clients around the globe, the role includes rotational weekend shifts. Weekend cover is carried out remotely from home, with time off in lieu provided in accordance with the team rota.
Reporting to the Senior Customer Operations and Training Manager, you will play a key role in delivering exceptional customer experiences while supporting the continuous improvement of our Customer Care operations.
MIISTA is a creative-first, customer experience-oriented company, and this role is an important part of our journey towards strengthening customer engagement across every touchpoint.
The ideal candidate is someone with strong client relationship skills, excellent organisational abilities, and a genuine passion for fashion and the MIISTA brand.
We are looking for someone excited about ensuring every customer interaction reflects our core values and unique tone of voice. You will be comfortable working within a small, global and collaborative team in a fast-paced environment, with excellent communication skills and a proactive approach to problem-solving.
Main Responsibilities:
As a key part of our Customer Care team, you will play a crucial role in shaping the customer experience and representing MIISTA across every touchpoint.
The main responsibilities of this role include, but are not limited to:
– Provide exceptional customer support to our global clientele across multiple channels, including email, phone, and social media.
– Represent the MIISTA tone of voice across every customer interaction, ensuring a premium and consistent brand experience.
– Support customers throughout their entire journey, from pre-purchase enquiries to post-purchase assistance, including returns, exchanges, repairs, and aftercare.
– Assist customers with return and exchange requests, ensuring they are handled efficiently and in line with company policies.
– Liaise with courier partners to investigate delivery issues, lost parcels, and shipping exceptions, keeping customers informed throughout the process.
– Drive online conversion by providing product knowledge, sizing guidance, and personalised recommendations.
– Build long-term relationships with customers and ensure a seamless online experience from enquiry to resolution.
– Develop a strong understanding of internal processes and policies to confidently support customers and make informed decisions.
– Work closely with Warehouse, E-Commerce, PR Community, Retail, and Logistics teams to deliver the highest standard of customer experience.
– Resolve customer enquiries accurately and efficiently, taking ownership of cases from initial contact through to resolution.
– Maintain organised records of ongoing customer cases, ensuring timely follow-up and clear communication.
– Contribute to weekly team meetings and assist with reporting and customer insights when required.
– Take on additional responsibilities and projects as required, demonstrating flexibility in a fast-paced and evolving business environment.
Qualifications:
– 1–3 years of experience in Customer Service, ideally within fashion, premium retail, or e-commerce.
– Excellent written and verbal communication skills, with strong proficiency in English, as the role involves supporting our global customer base.
Requirements
– Experience supporting customers throughout the entire customer journey, including pre-purchase, post-purchase, returns, exchanges, and aftercare.
– Experience managing customer interactions across multiple channels, including email, phone, social media, and other digital platforms.
– A natural ability to communicate with empathy while representing the MIISTA tone of voice and delivering a premium customer experience.
– Strong cross-functional collaboration skills, working closely with departments including Warehouse, E-Commerce, PR, Community, Retail, and Logistics to resolve customer enquiries efficiently.
– A proactive mindset with a strong sense of ownership, able to prioritise tasks and work independently in a fast-paced environment.
Additional qualifications and skills preferred
– Strong organisational and time-management skills.
– Proactive, resourceful, and solution-oriented with excellent attention to detail.
– Excellent written communication skills and confident verbal communication.
– Proficiency with Microsoft Office applications (Word, Excel) and confidence using cloud-based customer service platforms.
– Knowledge of, or previous experience using, Shopify is a plus.
– A collaborative team player who is equally comfortable working independently in a hybrid environment.
– Passionate about fashion, customer experience, and the MIISTA brand, with an interest in design, culture, and contemporary trends.
Our Position: The Opposite Thing
Designed in London — Made in Spain — EU Sourced and Produced
Miista upends the exclusionary practices of the fashion industry to show how we’re actually living now. Over the last ten years we are proud to have built a brand that through craft, our community, the risks we’ve taken and a sometimes
bizarre willingness to laugh at ourselves, has made an elegant commitment to the alternative. A dedication to the opposite thing.
What does that mean? That we’re happy to sacrifice profit and to subvert problematic fashion trends for women to create a product that has personality in addition to aesthetic value. A product that knows women don’t really shop using the search words ‘pretty’ now. If we were your friend, Miista would be the odd one at school who grew up and got an attitude and a sense of confidence. You know when it’s a Miista.
Please send your CV and a cover letter outlining your experience and why you’d like to join the MIISTA team to
We look forward to hearing from you!
