THE OPPORTUNITY
We have the exciting opportunity to join us as a Customer Experience Specialist. You'll be part of our Customer Experience team that looks after our retail customers for both of our brands. We keep our customers at the heart of everything we do, taking a lot of pride in delivering a personalised and memorable experience to clients and customers, regardless of their query. You'll report to the Ecommerce Retail Customer Experience Manager, and communicate with customers online through email, phone, and webchat.
You will make an impact in this fast-paced, dynamic business by ensuring all customers have a personalised experience even if things don't quite go as planned. You will effortlessly assist customers in an on-brand tone of voice, whilst coming up with effective solutions. You will be the first port of call in ensuring our customers are having stress free, memorable online shopping experience. We have systems in place that will help with the day-to-day, such as; Gorgias, Magento, and Monday.com.
If you are a brilliant problem solver with an empathetic approach and passion for customer service, who enjoys being a part of a busy environment where no day is the same, then this may be the perfect position for you!
You will be working an 8 hour, 5 days a week shift pattern. We are currently operating on a ‘any 5 in 7’ contract, this essentially means that you could be occasionally required to work a shift on any day of the week, this will include up to 2 weekend days per month, with one weeks’ notice. On the occasion you are asked to work an ‘any 5 in 7’ shift, your working hours may vary based on the business’ needs.
You will be able to predominantly work remotely in this position. On average, you will be required to work from our Head Office in Banbury once or twice a month, this may flex up or down dependent on business needs.
BEHIND THE BRANDS
We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.
HOW YOU'LL CONTRIBUTE
- Delivering the highest level of customer service to all customers daily via phone, email, and webchat channels
- Process refunds for B2C returns via Magento
- Responding to customers interactions on social media platforms
- Responding to Feefo reviews
- Working towards SLA's to meet customers’ expectations
- Working with Ecommerce, Operations and Marketing teams
- Dealing with claims via delivery companies/third party logistics providers
- Support the business objectives to provide customers with an outstanding experience
THE TALENT YOU'LL BRING
- Previous experience working in a customer service-based environment
- Previous experience using Gorgias and Magento is desirable
- Able to work in a fast-paced environment
- Excellent organizational skills, written and verbal communication
- The ability to prioritise workload
- Maintain a positive attitude towards change
- Adaptability to work independently as well as in a team
- Excellent telephone manner and corresponding skills
- Strong problem-solving skills
PERFECTLY PACKAGED
- A salary of £22,500
- 25 days holiday rising to 27 with length of service, plus bank holiday
- A broad benefits package including our staff favourite – a very generous staff discount across both our brands. See all of our benefits on our careers portal
- Opportunities to make an impact as well as learn and develop further
- An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal
Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business world-wide/OR beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. We strive to be the best in our field, and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences, or personalities – it’s what you bring to the team that counts.
We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success.