Remote CX Specialist - Fixed-Term Contract

Joma Jewellery & Katie Loxton; Banbury; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Staff discount

Holiday entitlement 33–35 days

Benefits portal access

Remote-friendly policy

Occasional Banbury office visits

Job summary

Joma Jewellery & Katie Loxton is seeking a Customer Experience Specialist to join the team. You’ll handle inquiries across email, phone and webchat, delivering an on-brand, memorable shopping experience.

The role is fixed-term until 12 January 2027 and offers predominantly remote work with occasional travel to our Banbury Head Office. You’ll work a 8-hour, 5-days-a-week pattern, with an ‘any 5 in 7’ shift possibility including up to 2 weekend days per month.

Qualifications

• Previous experience in a customer service-based environment.
• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem solving

Adaptability

Organization

Telephone etiquette

Tools

Gorgias

Magento

Job description

Joma Jewellery & Katie Loxton is seeking a Customer Experience Specialist to join the team. You’ll handle inquiries across email, phone and webchat, delivering an on-brand, memorable shopping experience.

The role is fixed-term until 12 January 2027 and offers predominantly remote work with occasional travel to our Banbury Head Office. You’ll work a 8-hour, 5-days-a-week pattern, with an ‘any 5 in 7’ shift possibility including up to 2 weekend days per month.