Senior Customer Care Advisor

JOB DESCRIPTION

About the role

We are currently recruiting for an experienced Senior Customer Care Advisor to join our dynamic team, based in London.

You will be responsible for providing the highest standards of customer service at all times, promoting the Dear Frances brand image and ensuring excellent levels of customer service are maintained. Working within the Customer Care team, this role is the first point of contact for Dear Frances customers. The position requires the individual to take ownership of their role and believe that delivering exceptional service is pivotal to customer experience and the success of the business. 

• Being the first point of contact for customers, ensuring all communication is answered within 2-3 hours where possible. Ensuring clear communication and correspondence with customers.          
• Identifying high spending or priority level customers that can be passed to the VIP team to help grow our rewards and loyalty program.
• Respond to any customer enquiries from the site, including emails, social media Dms, live chat; ensuring the highest levels of service are given every time and liaising with the Customer Care Manager to ensure a suitable feedback is provided.
• Assisting customers with returns, exchanges, repairs and aftersales.
• Ensuring customers are notified of updates and shipments are managed efficiently. Logging this data as required and working with the Operations Manager to resolve issues.
• Ensuring customers are updated regularly regarding any ongoing queries.
• Liaising with our Delivery and Production teams to ensure accurate information and feedback is provided to customers.
• Assist the Operations Manager with weekly reporting and customer data information.
• Any other duties as reasonably requested.

THE IDEAL CANDIDATE

Skills, Experience and Qualifications

• Previous experience with Customer Care in an office environment.
• Excellent written and verbal English communication skills.
• Multi-tasker with the ability to prioritise workload.
• Strong ability to build trusted relationships through a professional but personable approach.
• Good team player.
• Able to take initiative.
• Excellent eye for detail and good organisational skills.
• Experience with Microsoft packages.

THE NEXT STEP

 If you are ready to make a change and would like to join our fast-paced, exciting fashion label in London, we would love to hear from you.

Please indicate how many years of relevant work experience in customer service

Describe the team structure and typical work day tasks

If possible, can you kindly indicate your current salary expectations? Please send your CV to careers@dearfrances.com

ABOUT US

Dear Frances was founded with the clear objective of offering luxury, designer classics to modern women. We focus on bringing the highest level of design and craftsmanship, while slowing the fashion cycle and leading the way for socially conscious businesses.

We work closely with our team of artisan shoemakers in Italy, utilizing sustainable materials and processes to develop a new kind of luxury - a luxury that seeks to slow the fashion cycle, a luxury that focuses on craftsmanship and a luxury that helps to increase the integrity of our fashion choices.

Dear Frances has become synonymous with modern, elegant designs, offering styles to hero a classic wardrobe.

Dear Frances shoes have been worn by Margot Robbie, Gigi & Bella Hadid, Kendal & Kylie Jenner, Kaia Gerber, Hailey Bieber, Selena Gomez, Zoe Kravitz, Emma Roberts and Sienna Miller. The brand has appeared in publications including Vogue, W Magazine, Elle, Harper’s Bazaar, Nylon, The New York Times, The Wall Street Journal, InStyle and many more.

We are a socially conscious business and are committed to partnering with likeminded organisations and individuals to pave the path for a more ethical and sustainable future.

WWW.DEARFRANCES.COM

CONTACT

Scott O’Connor

careers@dearfrances.com