Customer Care Advisor

Queensmith; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A premier jewellery retailer in London is looking for a Customer Care Advisor to enhance the customer journey. This role focuses on managing customer interactions, providing support for both online and in-store orders, and ensuring exemplary service. The ideal candidate has experience in customer service, excellent communication skills, and is familiar with CRM systems. Benefits include growth opportunities, bonuses, and a healthcare plan.

Benefits

Opportunities for growth and progression

Annual company-wide bonus scheme

Employee Recognition Programme

Private Healthcare Plan

Generous Pension Plans

Qualifications

• Proven experience in customer service, preferably in a retail environment.
• Strong organisational and time management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer queries across multiple contact channels.
• Manage appointments, ensuring customers are well-prepared.
• Support customers with online and in-store orders.

Skills

Proficiency in Apple OS and G Suite

Strong interpersonal and emotional intelligence skills

Excellent telephone and email communication skills

Ability to manage multiple tasks and priorities effectively

Strong problem-solving abilities, solution-oriented

Knowledge of the jewellery industry

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Multiple communication platforms

Job description

Overview

At Queensmith, we understand that our greatest asset is our exceptional team. As a Customer Care Advisor, you support all aspects of the customer journey, ensuring that every touchpoint receives the same level of care and attention. Supporting both online and in-store customers, you act as the voice of the customer, ensuring a seamless and exceptional experience for every client, every time. Your role involves managing customer interactions across various channels and collaborating with internal teams to maintain high service standards. Your contributions are integral to our journey.

Responsibilities

• Handle customer queries across multiple contact channels, including telephone, email, live chat, and social media
• Manage appointments, ensuring customers are well-prepared and informed
• Support customers with online and in-store orders, addressing pre-sale and post-sale enquiries
• Collaborate with other teams to ensure customer expectations are met in line with company guidelines
• Demonstrate exceptional customer service and attention to detail
• Participate in active learning and knowledge sharing to enhance customer experience and performance
• Develop comprehensive product knowledge and act as a brand ambassador
• Assist the sales team in retail operations as needed

Qualifications

• Bachelor\'s degree or equivalent experience
• Proven experience in customer service, preferably in a retail environment
• Proficiency with CRM systems and multiple communication platforms
• Strong organisational and time management skills
• Excellent verbal and written communication skills
• High attention to detail and accuracy
• Ability to work effectively in a fast-paced environment and communicate with various stakeholders

Skills

• Proficiency in Apple OS and G Suite
• Strong interpersonal and emotional intelligence skills
• Excellent telephone and email communication skills
• Ability to manage multiple tasks and priorities effectively
• Strong problem-solving abilities, solution-oriented
• Knowledge of the jewellery industry is a plus

Benefits & Opportunities

• Opportunities for growth and progression across departments
• An annual company-wide bonus scheme (Included in the advertised compensation package)
• Employee Recognition Programme
• Paid Time Off & Holidays
• Financial Benefits
• Workplace Culture Initiatives and Events
• Private Healthcare Plan and Wellness Benefits
• Generous Pension Plans
• Training & Professional Development
• Employee Assistance Programme - Counselling