Customer Care Advisor

6 months ago

London, United Kingdom The Fold London Full time

Full time 40 hours
- Hybrid working
- 3 days in the office & 2 days from home

**ABOUT THE FOLD**:
The Fold is a British direct to consumer e-commerce womenswear brand with international reach and a loyal community of professional women.

Our collection defines 24/7 dressing through versatile pieces that are designed to create a clean, modern aesthetic. A selection that is unique, specially created for The Fold Woman.

The Fold designs are committed to exemplify the highest standards of quality and our fabrics are sourced from the finest European mills to make our clients feel truly indulged in fabulous crepes, silks, wools and jerseys.

In honour of our inspiring clients we have created The Fold Woman, an online and offline community, profiling our extraordinary clients to empower the image of women working in the business world. We host regular networking events mainly in our Chelsea store bringing together the highest achieving women in business.

Today we are a two-fold manifestation of that vision: a community of like-minded, successful women, and an empowering, high quality, elegant collection.

Polly McMaster is the Co-Founder behind The Fold. A successful business woman and former City professional, whose love of fashion was the inspiration to create a chic new brand for women:

- "The Fold is about understanding the professional woman's needs in her daily life and trying to create a stylish, contemporary wardrobe for them. To this end, we are building a brand in our own right based on our label and designs"._

Our ambition is to be the global go-to brand for the modern businesswoman. We believe that our customers should feel confident and stylish dressing for work every day.

**Description of the Role**:
Customer Care Advisor reporting into the Junior Customer Care Manager. The role is 40 hours FT, but will be based on a flexible working pattern, and include evening shifts (to 9:30pm) and Saturdays.

**Roles and Responsibilities**
- Taking customer phone sales and processing orders, and offering styling advice at all opportunities
- Offering delivery resolution and updates to the customer
- Communicating with our 3LP warehouse on order and delivery enquiries
- Offering an intimate understanding of the collection, styling options, fabrics and seasonal availability
- Using our CRM system to log phone calls and customer interactions
- Reaching out to our VIP customers and first time customers to support with their order process and unlock sales opportunities
- Communication to the sales team and to the rest of the business regarding customer feedback, problem solving and garment / quality feedback
- Complaint handling; aiming to resolve at first stage and escalating when necessary
- Reporting on Customer Care data to the wider team in a clear way (product or service based issues)
- Working to team KPIs and sales targets
- Processing customer returns and refunds
- Representing the brand to the highest standard through all methods of communication

**KEY SKILLS**
- Customer Service experience is essential
- at least 1 year, ideally with a premium/ luxury brand
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Customer focused at all times with the ability to deal with a variety of customers and situations
- Understands the importance of excellent Customer service
- Strong reporting and analytical skills
- A love of fashion and The Fold brand, and complete, intrinsic understanding of our customers and how to interact with them
- Ability to be calm under pressure and meet deadlines
- Be able to think logically and calmly on their feet, use common sense and a service minded approach to dealing with issues as they arise
- Initiative to escalate issues appropriately and handle decisions in a responsible way
- Prepared to go the extra mile and use ones initiative
- Ability to manage time effectively
- Applicant should be both computer and technically literate
- Good understanding of English is crucial

**OUR CULTURE**:
We are an ambitious, supportive, passionate team who love what we do. We are Founder-led, and we lead by example - never compromising on our quality.

We strive to uphold a values based working culture with five key principle across the business:

- **Be Humbitious**: Be ambitious for yourself and The Fold in a humble way - don’t be a diva.
- **Wrap it up with a bow on it**: Be a complete finisher, be able to trust others to take on a job completely and fully, and earn that same trust yourself.
- **Be Empowered**:Take on responsibility, share your views confidently but kindly, feel ownership, take pride in results,
- **Fold Gold Standard**: Quality and professionalism, don’t just ‘let it go’, pride ourselves on attention to detail and excellence in everything we do, deliver results.
- **Embrace, pace, progress and adventure**: Know that to fully embrace our ambition and our challenges, this will mean stepping out of your comfort zone - get comfortabl

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