Customer Care Advisor

Queensmith; London; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading jewellery retailer in London is seeking an experienced Customer Care Advisor to support customer interactions across multiple channels. You will be responsible for providing exceptional service, managing customer queries, and collaborating with teams to maintain high standards. The ideal candidate has a Bachelor's degree and experience in customer service, preferably in retail, with proficiency in CRM systems. This position offers opportunities for professional growth, an annual bonus scheme, and various employee benefits.

Benefits

Opportunities for growth and progression

Annual company-wide bonus scheme

Private Healthcare Plan

Generous Pension Plans

Training & Professional Development

Qualifications

• Proven experience in customer service, preferably in a retail environment.
• Strong organisational and time management skills.
• Ability to communicate with various stakeholders effectively.

Responsibilities

• Handle customer queries across multiple contact channels.
• Support customers with online and in-store orders.
• Collaborate with other teams to ensure customer satisfaction.

Skills

Apple OS proficiency

G Suite proficiency

Strong interpersonal skills

Excellent communication skills

Problem-solving abilities

Education

Bachelor's degree or equivalent experience

Tools

CRM systems

Multiple communication platforms

Job description

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-orientated
• Knowledge of the jewellery industry is a plus

Benefits

• 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