Aftercare Ambassador

4 weeks ago

London Area, United Kingdom Taylor & Hart Full time

Role: Aftercare Ambassador

Reporting to: Head of CC 

Location: London City Showroom and Brownlow House Workshop, London 

Hours: Part-time, Friday - Monday (9:30 am - 6:30 pm with one hour break for lunch)


Overview

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our showroom and via online communication channels. We’re based in the City of London (Bank/Monument) and at our Workshop (Chancery Lane) with excellent transport links. Taylor & Hart’s Customer Experience Team is a customer forward role and works alongside our sales teams and production teams to ensure the customer enjoys a seamless experience from the moment they place their order, and into the future. The Aftercare Ambassador has a passion for helping others and for excellence. They are proactive in working collaboratively to assist their colleagues and their customers. They meet customers in person to help with aftercare services, and assist the customer care team with the organisation, preparation and processing of aftercare services.

They are passionate about the customer experience and use their people skills to ensure all customers have the best possible experience at our workshop, and that services are carried out efficiently and correctly leading to positive reviews and referrals.



The Role

Taylor & Hart is about its customers and their stories. The Customer Care Team ensures that all T&H's existing and prospective customers have an amazing journey with the brand. They provide quick, friendly, confident and professional responses to enquiries and proactively facilitate the customer experience around the design and purchase journey. Success in this role means that people who interact directly with our brand, be it the purchaser or the wearer of the jewellery piece, understand our core values, our business model and what we stand for. The team is responsible for fast response times and clear communication. A positive attitude and enthusiasm are shown through face-to-face, phone calls and written communications. In a nutshell, you make sure that customers feel they got an efficient, friendly and helpful service, making them feel cared for and delighted during their aftercare service and continuing into the future.



Main Responsibilities

● Welcome customers to our showroom and assist them with aftercare services including resizes. 

● Ensure aftercare services are entered correctly, efficiently and managed through our system.

● Enter products for inspection as they are received.

● Provide quick, honest advice and confident and clear responses

● Confidently answer any questions asked about T&H, and its products, and who best to redirect an enquiry to

● Continuously contribute ideas on how T&H’s service, process and systems can be improved

● Ensure documents and costs associated with orders are organised and stored in our systems

● Ensure all aftercare appointment and collections for the weekend are prepped in advance and ready at the showroom

● Support the retail sales team and welcome walk-ins to the retail space assisting in customer care requests.

● Facilitate collections and drop-offs, treating customers and the product with care

● Quickly respond to any aftercare enquiries over livechat and phone.

● Support with movement of products between the workshop and showroom

● Welcome visitors to the showroom and greet any walk-ins

● Support the customer care team with responding to inbound enquiries and emails

● Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers

● Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Production, Procurement, Fulfillment, Sales

● Quickly gain the trust of colleagues, by completing tasks at a quick pace and with good quality

● Record issues and work with other teams to improve customer experience in the future.



What we are looking for:

●A positive attitude that can adapt and thrive in changing circumstances

● A proactive attitude to work

● Attention to detail

● A responsible and reliable personality

● A passion for continuous learning and improvement

● The ability to control a conversation while making the other side feel special and catered for

● An “All-hands-on-deck” attitude when needed

● Previous experience in a customer facing function

● Great written and verbal skills when communicating to clients

● Excellent people skills and compassion

● Calmness under pressure

● You are a team player, and understand why this is important

● A positive way of looking at challenges to ensure all customers leave happy

● Good command of the English language


The ideal candidate would have knowledge of jewellery, diamonds, and gemstones.



Key Success Metrics

  • NPS Order and Aftercare
  • In-person NPS
  • Positive CSAT


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