Customer Care Advisor Fine Jewellery
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| Job Type | Permanent Full Time |
| Area | London, England |
| Sector | Jewellery SalesAfter SalesCustomer ServiceAdministrationEcommerce |
| Salary | Good basic salary plus benefits |
| Start Date | asap |
| Job Ref | Cus622 |
- Description
- Purpose of the role
You will be a customer champion and support all aspects of the customer journey, ensuring that every touchpoint always receives the same level of care and attention. You will be handling customer enquires over the phone, email and live chat, making sure to carefully listen to requirements and communicate our service offering confidently and clearly each time.
You will be the gatekeeper to the store and manage our appointments calendar, ensuring we have all the important data to create the most seamless and efficient experience for our customers in-store.
Primary duties & responsibilities
Responsible for handling customer queries across multiple contact channels, including managing telephone calls, email, live chat and social media responses
Managing appointments within the diary, ensuring customers are sufficiently qualified before coming in and scheduling customer notifications
Able to investigate and resolve customer complaints quickly and effectively
Supporting customers with their online and store orders as well as any pre-sale/post-sale enquiries about the brand, products and services
Liaising with customers and internal teams ensuring customer expectations and satisfaction is maintained in line with company guidelines
Communicating with the production team and the workshop to see the progress of work throughout the day and update customers accordingly
Demonstrating a high level of customer service at all times
Participate in active learning and knowledge sharing to support us in driving continuous improvement in order to improve the customer experience and our performance
Develop great product knowledge and become a service expert able to act as an ambassador for the brand
Ensure all data is stored correctly and kept accurate
Ideal Candidate:
Be confident using computer systems and sending emails
Have a confident and enthusiastic telephone manner
Have strong time management and communication skills
Possess excellent communication skills
Work well in a fast-paced environment
Have the ability to work well within a team and independently
Be reliable and trustworthy
Be hardworking and dedicated
Be keen to learn new skills and take on responsibilities
Training will be provided
You will ideally have had at least 1 year’s experience in a similar role and be able to showexamples of how your personality and initiative are going to help you excel within this role.