Customer Care Ambassador

2 weeks ago

London, United Kingdom Taylor & Hart Full time

Contract type Permanent

Location London, UK

Salary Dependent on experience + quarterly performance-based bonus

Job posted 01/16/2023

**Taylor & Hart - London**:
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.

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 Customer Care 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.

The role is based at our Brownlow House workshop close by to Chancery Lane underground station with excellent transport links. The role is 5 days a week, Tuesday-Saturday, 9.30am - 6.00pm.

**Key Responsibilities**:

- Welcome customers to our workshop and assist them with aftercare services
- Work with the fulfilment team to ensure customer collections are prepped for the day.
- Ensure aftercare services are entered correctly, efficiently and managed through our system.
- Ensure customer care channels, including service cloud, live chat, whatsapp and phone calls, are monitored, and responses are quick, friendly, professional and helpful
- Take care of all customers who have already completed a purchase with any aftersales requirements or information
- 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
- Facilitate collections and drop-offs, treating customers and the product with care
- 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, Fulfilment, Sales, Tech and Marketing as well as the US teams.
- Quickly gain the trust of colleagues, by completing tasks at a quick pace and good quality
- Keeping our systems updated accurately
- Record issues and work with other teams to improve customer experience in the future.
- Support the wider team with photoshopping / illustrator projects.
- Good knowledge of diamonds and jewellery in general
- A positive attitude that can adapt and thrive in changing circumstance
- 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 functionGreat 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
- Basic Photoshop / Illustrator skills

**Key Performance Metrics**:

- Low number of cases
- Response times
- NPS

**What we offer**:

- Options: become a pa

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