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Full-Time - Head Office Customer Care Representative

Country : United Kingdom United Kingdom

Region : London

County : Greater London


Category : Sales

Contract type : Permanent

Availability : Full time

Experience : Less than 2 years

Salary : £21,000-£27,000

Company presentation


We are Luca Faloni. Italian at heart, cosmopolitan in our vision and passionate about how craftsmanship improves lifestyle.

​We are a direct-to-consumer menswear brand with a true Made in Italy proposition. We select the best Italian artisans to create luxurious pieces, using the finest materials, and delivering directly to our customers. By skipping the middleman, we are able to better control the customer experience and offer a premium quality for a fair price.
You will join a well-funded and growing fashion brand at an early stage, where you will develop and learn in a flexible and dynamic working environment.

See more at www.lucafaloni.com

Job description

Role Overview:
This role is crucial in ensuring a world class service and the satisfaction of our clients. You will manage and resolve customer queries from different channels, mainly emails and phone calls, providing a timely, first contact resolution where possible. You will also liaise with our courier partners, valued clients and interact with various departments within the brand to offer a seamless experience within the online and offline channels. 
To do well in this role it will be critical to understand the brand’s values and to have a deep knowledge of all our products and materials, as well as operational challenges. Accuracy and efficiency in written and verbal communication is a critical skill for this role. This position offers the opportunity to build a career in the Operations team. 

Key Responsibilities: 
  • Solving customer requests that require product knowledge, operational expertise, and a natural ability to connect with clients;
  • Update client accounts and case notes after every enquiry using the customer service platform “Gorgias”;
  • Liaise with logistics, production and warehouse teams to ensure stock issues and back orders are dealt with promptly and ensure clients are kept up to date of progress;
  • Serve as the front line, on-call resource for all clients via phone and email;
  • Interact with clients efficiently and with empathy; 
  • Analyse and spot fraudulent orders;
  • Communicate with DHL when delivery issues arise;
  • Improve the customer service guidelines when new issues arise.


Skills and Qualifications:
  • 1-2 years in customer service environment, possibly in e-commerce or fashion;
  • Excellent communication skills, both written and verbal; 
  • Proficiency in English and one other language is a must (Italian, French or German is desirable);
  • Proficient user of IT systems, both customer service specific (like Gorgias) and microsoft packages; knowledge of Shopify is a plus;
  • Ability to work under pressure without a 9 to 5 mentality;
  • A true problem solver, passionate to resolve any issue that might arise to keep the client happy.

  • Competitive salary according to experience and skills; 
  • Yearly bonus based on individual and company performance;
  • Holiday allowance;
  • Team member discount; 
  • Career opportunity in the Customer Service and Operations department; 
  • Dynamic and fast paced startup environment. 

Please send CV & cover letter to our email and write a job description in the main title of your application email.

We deal with recruitment directly so if you are a recruitment agent please do NOT contact us, we do not require recruitment services and we apply no exception to this rule.
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