Interested in joining an award-winning and fast-growing fine jewellery retailer & passionate about customer service?
Check out Queensmith’s opening for a Customer Care Advisor to join their dynamic team in London’s jewellery quarter – Hatton Garden.
So what’s the job?
Queensmith are on the hunt for their next Customer Care Advisor to join their growing team. You will be a customer champion and support all aspects of the customer journey ensuring that every touchpoint always receives the same level of care and attention. Supporting both online and store customers, you will act as the voice of the customer and have a customer-first approach, ensuring a seamless and exceptional experience, for every customer, every time.
Sound like something you’d want to get involved in? Read on.
Your main duties will include responding to enquiries, managing in-store bookings and supporting our sales team by ensuring customers have been sufficiently qualified ahead of their appointments and have received all the necessary information to get the most out of their visit.
You will often be the first point of contact, helping customers navigate their way around engagement ring and wedding ring shopping. A hugely significant, emotional and meaningful purchase. You will take a genuine interest in helping our customers make the right choices, guide them on how to get the most out of our service and provide personal and attentive support throughout their journey with us.
You will need to be organised, proactive and have a genuine interest in helping people. Does this sound like you? If so, hit ‘Apply’!
Tell me more… 👀
- Responsible for handling customer queries across multiple contact channels, including managing telephone calls, email, live chat and social media responses
- Able to investigate and resolve customer complaints quickly and effectively
- Supporting customers with their online and store orders as well as any pre-sale/post-sale enquiries about thee brand, products and services
- Liaising with customers and internal teams ensuring customer expectations and satisfaction is maintained in-line with company guidelines
- Communicating with the production team and the workshop to see the progress of work throughout the day and update customers accordingly
- Demonstrating a high level of customer service at all times
- Participate in active learning and knowledge sharing to support us in driving continuous improvement in order to improve the customer experience and our performance
- Develop great product knowledge and become a service expert able to act as an ambassador for the brand
- Ensure group CRM data is clean and is used according to best practices
- Support the marketing team on ad-hoc projects when required
- Support sales team in retail operations when required (lunch cover)
Who are they looking for? 🕵️
These are the essential requirements:
- Proven customer service experience in a digital setting
- Passion to provide amazing customer service to all customers
- Strong IT skills – experience working with a CRM system preferred
- Accuracy and attention to detail, ensuring all processes and administrative tasks are completed to the highest standard
- Ability to work in a busy, time-pressured environment whilst effectively managing your own time to complete a varied workload
- A problem solver with strong organisational and follow up skills
- Proactive, energetic and flexible approach
- A desire to work in a fast-paced environment
- Excellent written and verbal English language skills
- Data-driven with impeccable attention to detail
These are the nice-to-haves:
- Previous experience in jewellery retail preferred but not essential
- Previous customer service/ retail experience preferably in a luxury environment
The exciting bits!
- Join an award-winning and fast-growing fine jewellery retailer 💎
- Salary: £24k 💰
- Holiday: 25 days (plus bank holidays) 🏖️
The key details
📅 Job Type: Full-time (5 days p/w Monday – Saturday)
📍 Location: 98 Hatton Garden EC1N
Equality, Diversity and Inclusion at Queensmith 🛍️
“Queensmith Master Jewellers take pride in serving all members of the LGBTQ+ community. Whether you identify as gay, lesbian, transgender, straight or anywhere in between, we create a welcoming experience for all couples looking for beautifully handcrafted engagement rings, wedding rings, promise rings and all fine jewellery. We care about fine craftsmanship, ethically sourced diamonds, great service and, of course, equality, because #loveislove.
CELEBRATING PRIDE: SAME-SEX ENGAGEMENT & WEDDING RINGS”
So, what are the next steps? ✏️
- Apply via TalentPool so your application is sent straight to the employer.
- Include a cover letter outlining why you think you’d be a great fit for the role.
If this sounds like you, we can’t want to hear from you!
About Queensmith
Queensmith specialises in bespoke fine jewellery, designed and crafted by their talented team of in-house experts. They offer a truly personal and bespoke fine jewellery service that brings their customers to the heart of the making process, providing rare access to designers, gemmologists, goldsmiths and setters, in order to create and customise their dream engagement, wedding and eternity rings.