Customer Experience Specialist (Festive Support)
We have the exciting opportunity to be recruiting for two Customer Experience Specialists to support us throughout the festive period. These positions are immediately available until January 2026.
You'll be part of our bright and cheery Customer Experience team that looks after our retail customers for both of our brands. With gifting at the heart of our brand identity, the customer is at the heart of everything we do, you will be providing outstanding customer service by offering a positive and personalised experience for every customer.
You will make an impact in this fast paced, ever-growing business by ensuring all customers have a personalised experience for when things don't quite go as planned. We want you to do so in an on-brand tone of voice, whilst coming up with effective solutions and ensuring our customers are having stress free, memorable online shopping experience.
You will have the opportunity to get to collaborate with our wonderful wider teams such as Operations and eCommerce to deliver a great customer journey. If you are successful in the role, our fantastic customer experience team will provide 2-3 weeks of customer services training to ensure you feel confident in handling any customer queries that may come your way!
We are currently operating on a ‘any 5 in 7’ contract, this means that you could be required to work a shift on any day of the week, this will include up to 2 weekends per month, with one weeks’ notice. Your working hours may vary based on the business’ needs. This role is hybrid meaning you may need to work from our Head Office in Banbury, Oxfordshire occasionally on request, whilst having the luxury of working from home for the majority of your contract.
Responsibilities:
* Delivering the highest level of customer service to all customers daily via phone, email, and webchat channels
* Processing 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
* Supporting the business objectives to provide customers with an outstanding experience
Requirements:
* 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
Benefits:
* A FTE salary of £25,500
* 33 days holiday inclusive of bank holidays
* A broad benefits package including our staff favourite – a very generous staff discount across both our brands
* 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
Joma Jewellery was founded in 2008 by Katie and Geoff Loxton, since then we have gone from strength to strength, launching Katie Loxton in 2015 and growing our business beyond the UK. We know that part of that growth comes from the fact that we take diversity and inclusion very seriously. 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.
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