Customer Experience Specialist

**THE OPPORTUNITY**

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 You will be working an 8 hour, 5 days a week shift pattern.

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 (usually on your first and last day), whilst having the luxury of working from home for the majority of your contract.

As you will be mostly working from home it is imperative that you have a reliable internet connection and a private space to be able to take customer calls without interruptions.

**BEHIND THE BRANDS**

We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.

**HOW YOU'LL CONTRIBUTE**
- 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

**THE TALENT YOU'LL BRING**
- 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

**PERFECTLY PACKAGED**
- A FTE salary of £25,500
- FTE 33 days holidays inclusive of bank holidays
- A broad benefits package including our staff favourite - a very generous staff discount across both our brands. See all of our benefits on our careers portal
- 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. Find out more about us and our culture on our careers portal
- 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. We don’t hire based on cultures, preferences, or personalities - it’s what you bring to the team that counts._
- We are always striving to improve our way of working to be more inclusive, diverse and equal, including encouraging all team members to bring their ideas to the table as we know this is key to our continued success._