LOVALL - CUSTOMER CARE

This is an exciting opportunity to join Lovall, a fast-growing women’s online clothing brand, as part of our customer service team.
As the first point of contact for our customers, this role is central to building an engaged and loyal community. You’ll represent the brand with empathy and professionalism, turning challenges into positive experiences and ensuring every interaction reflects our values.
Beyond responding to enquiries, you’ll play a key role inunderstanding our customers, products, and brand, and sharing valuable feedback with the wider team to help us improve. At Lovall, customer service goes far beyond simply answering messages – it’s about championing the brand, creating memorable experiences, and supporting our mission to set the standard in high-quality leggings, loungewear, and denim.

LOVALL REQUIREMENTS

• To be comprehensive and extremely confident on a computer/laptop. Ideally, you will be able to type fast with minimal mistakes.
• You must be able to communicate confidently with customers in a polite, comprehensive and friendly manner that matches our extremely high standards of customer care.
• To create a persona that our customers identify with, respond to and love. We want our Customer Care Team to have an awesome reputation.
• To be trustworthy and to show integrity when dealing with customer data and finances when authorising refunds, etc.
• Have a basic mathematic understanding as dealing with discounts, percentages, and currency are all part of the job.
• Preferably have experience in a previous customer-facing role.
• A friendly and sociable individual who can work independently yet enjoys working within a team environment.

• Respond to customer emails with the highest level of care, ensuring every interaction reflects Lovall’s values.
• Champion positive experiences by resolving challenges and turning potential negatives into positives.
• Engage with customers in a conversational and empathetic way, helping to build a strong and loyal community.
• Answer queries posted across our social media channels.
• Monitor and manage customer review platforms, replying to feedback and investigating the root cause of negative experiences.
• Liaise with delivery partners to resolve shipping issues, including filing claims for delayed or missing parcels.
• Use dispatch software to support with logistics queries and problem-solving.
• Spot patterns in recurring issues, feeding insights back to wider teams to inform improvements across the business.
• Handle and process customer returns and exchanges with accuracy and efficiency