Job Description
RegalRose is a British born, female led Jewellery eCommerce retailer with over a decade in Business. Specialising in uniquely designed jewellery and accessories with a fierce edge and dreamy-dark twist. We have built up a loyal community of passionate fans and customers. RegalRose is going from strength to strength as demonstrated by our exceptional growth over the last few years.
Your Impact
As a Customer Care Advisor you will be responsible for ensuring our customers always get a bespoke service which meets the high standards, they expect from RegalRose. Our Customer Care team is fundamental to delivery of a seamless customer journey across all touchpoints and all stages of the customer journey. You will assist the Head of Customer Care with ensuring that day-to-day activities are running smoothly.
Key Responsibilities
- Become an integral part of the customer experience team, acting as the first point of contact for the customer.
- Managing all incoming day-to-day contacts through a variety of channels, email, live chat and social media.
- Ensuring daily SLA’s & KPI's are consistently met in a customer-focused environment.
- Cultivate a strong understanding of Regal Rose’s procedures/processes/guidelines and contribute to the improvement and efficiency of the customer service department.
- Handling all customer refunds and exchanges, ensuring all are processed within the SLA timeframe.
- Responsible for the adjustment of stock through an online inventory when required.
- Report for investigation any relevant issues raised by customers regarding jewellery quality, logistics performance or website functionality.
- Ability to gain in depth knowledge of product range, jewellery making techniques/processes and metal finishes.
- Monitoring of all social media and feedback channels.
- Any ad-hoc tasks.
This is not an exhaustive list of tasks.
Skills & requirements:
- 1+ year in an online Customer Service role
- Ability to juggle multiple contacts simultaneously whilst maintaining a high level of service.
- Experience working in fast paced and complex organisations.
- High emotional intelligence, including - excellent communication skills; a positive, decisive, solutions-oriented, highly cooperative and customer-focussed approach
- Passionate for our brand, and about understanding the customer experience
- Jewellery / fashion industry experience is an advantage.
- Knowledge and experience of industry best practices would be advantageous – GDPR, Customer Data, consumer right laws for UK and International customer
Personal Attributes/ Competencies
- Previous experience in online customer care.
- Effective communicator with strong verbal and written communication skills.
- Tech savvy - Excellent computer skills, including MS Office and Excel.
- Ability to build and manage long standing relationships.
- Strong organisational skills.
- Self-starter with the ability to independently manage a busy schedule.
- A flexible, can do attitude with a belief there is always room for improvement.
- Customer centric approach.
- Motivated, hardworking, diligent, and well organised.
- Ability to demonstrate excellent attention to detail.
- Performs well under pressure, excellent time management, the ability to multitask and prioritise workload.
- Resilience in a fast paced and complex organisation.
- A willingness to embrace change when required.
Job Types: Full-time, Permanent
Salary: £20,000.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Sick pay
- Wellness programme
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
Ability to commute/relocate:
- St Albans, AL3 6PA: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (required)
Work Location: One location