Remote Customer Experience Specialist (Fixed-Term)

Joma Jewellery Ltd; Cherwell District; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Salary

Holiday entitlement

Staff discount

Career development

Friendly workplace

Job summary

Joma Jewellery Ltd is seeking a Customer Experience Specialist to join our busy CX team, supporting our retail customers across both brands. You will handle queries via email, phone and webchat, aiming to deliver a personalised, on-brand experience.

This is a fixed-term contract until 12 January 2027, with a hybrid working pattern and occasional trips to Banbury Head Office. You'll report to the Ecommerce Retail Customer Experience Manager and collaborate with Ecommerce, Operations and Marketing

Qualifications

• Experience in a customer service-based environment.
• Unable to generate text with missing content

Responsibilities

• Delivering the highest level of customer service daily via phone, email, and webchat channels.
• Process refunds for B2C returns via Magento.
• Responding to customer 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.

Skills

Customer service

Gorgias

Magento

Adaptability

Organisational skills

Written communication

Verbal communication

Priority management

Teamwork

Telephone manner

Problem-solving

Tools

Gorgias

Magento

Job description

Joma Jewellery Ltd is seeking a Customer Experience Specialist to join our busy CX team, supporting our retail customers across both brands. You will handle queries via email, phone and webchat, aiming to deliver a personalised, on-brand experience.

This is a fixed-term contract until 12 January 2027, with a hybrid working pattern and occasional trips to Banbury Head Office. You'll report to the Ecommerce Retail Customer Experience Manager and collaborate with Ecommerce, Operations and Marketing