Customer Service Representative

Luca Faloni ltd; City of London; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A luxury menswear brand in the City of London seeks a Customer Service Representative to support global customers with professionalism and warmth. Responsibilities include managing enquiries through email, live chat, and phone, processing orders, and enhancing customer experience. Ideal candidates will have customer service experience and strong communication skills. This full-time position offers a supportive team environment and staff discounts on products.

Benefits

Staff discount on all products

Opportunity to grow within the brand

Supportive international team

Qualifications

• Previous experience in customer service or a client-facing role.
• Strong communication skills and excellent written English.
• Solutions-focused approach with great attention to detail.
• Ability to multitask and stay organized in a fast-paced environment.

Responsibilities

• Provide timely and accurate responses to customer enquiries.
• Process orders, returns, and exchanges.
• Investigate and resolve delivery or product-related issues.
• Maintain strong product knowledge to assist clients effectively.
• Collaborate with store teams, logistics, and HQ departments.
• Identify opportunities to improve the customer experience.

Skills

Customer service experience

Strong communication skills

Attention to detail

Multitasking

Professional demeanor

Job description

Working arrangement: 80% office / 20% remote (WFH on Fridays)

At Luca Faloni, we create timeless menswear crafted with Italian excellence. As we continue to grow, we’re looking for a Customer Service Representative to join our team and help us deliver the exceptional client experience we’re known for.

About the role

As a Customer Service Representative, you will be the voice of Luca Faloni, supporting our global customers with professionalism, warmth, and efficiency. You will handle enquiries across email, live chat, and phone, ensuring every client interaction reflects our commitment to high-quality service.

What you will do

• Provide timely and accurate responses to customer enquiries
• Process orders, returns, and exchanges
• Investigate and resolve delivery or product-related issues
• Maintain strong product knowledge to assist clients effectively
• Collaborate with store teams, logistics, and HQ departments
• Identify opportunities to improve the customer experience

What we are looking for

• Previous experience in customer service or a client-facing role
• Strong communication skills and excellent written English
• A solutions-focused approach with great attention to detail
• Ability to multitask and stay organised in a fast-paced environmentA warm, professional, and positive attitude

What we offer

• Staff discount on all Luca Faloni products
• Opportunity to grow within a fast-expanding brand
• Supportive, international team environment
• Beautiful products you will be proud to represent
• If you are passionate about delivering outstanding customer experience and want to be part of a growing luxury brand, we’d love to hear from you.

We are an equal opportunities employer. We are committed to equality of opportunity and to following practices which are free from discrimination. Please, inform us confidentially if you may require any special accommodation or clarification concerning our recruitment process.

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.

Due to the high volume of applications we receive, we regret that we can only contact candidates who are invited for an interview. If you do not hear from us within two weeks of submitting your application, it means you have not been successful on this occasion. However, we encourage you to stay connected with us and follow our updates for future opportunities. Thank you for your understanding and interest in joining our team!

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industry

Retail Apparel and Fashion