Customer Experience Specialist

Joma Jewellery & Katie Loxton; Banbury; Remote; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Staff discount across brands

33 days holiday rising to 35

Remote-friendly workplace

Careers portal insights

Job summary

Joma Jewellery & Katie Loxton is hiring a Customer Experience Specialist to support our retail customers across both brands. You will handle inquiries via email, phone and webchat, deliver on-brand service and resolve issues with empathy in a fast-paced environment.

Work is predominantly remote with occasional trips to our Banbury head office; 8-hour shifts over 5 days, including occasional weekend work. You’ll collaborate with Ecommerce, Operations and Marketing to exceed customer expectations.

Qualifications

• Experience in a customer service environment.
• Desirable familiarity with Gorgias and Magento.
• Able to work in a fast-paced environment.
• Excellent written and verbal communication.
• Ability to prioritise workload and manageChange gracefully.

Responsibilities

• Deliver high levels of customer service daily via phone, email and webchat.
• Process refunds for B2C returns via Magento.
• Respond to customer interactions on social media.
• Respond to Feefo reviews and meet SLAs.
• Collaborate with Ecommerce, Operations and Marketing teams.
• Handle claims with delivery partners/3PL providers.
• Support objectives to provide an outstanding customer experience.

Skills

Customer service mindset

Excellent communication

Prioritise workload

Adaptability

Teamwork

Positive attitude to change

Independent working

Telephone etiquette

Problem solving

Tools

Gorgias

Magento

Job description

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.

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 £26,436.80
• 33 days holiday rising to 35 with length of service inclusive of 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

We are an equal opportunities employer. 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.