Permanent
Remote
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).
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
Ensure customer care channels, including service cloud, live chat, whatsapp and phone calls, are monitored, and responses are quick, friendly, professional and helpful
Communicate the inspection results clearly to customers who return their rings to the workshop for an aftercare service
Liaise with the workshop team on live order updates and ensure customers are kept up to date on the progress of their order
Take care of all customers who have already completed a purchase with any aftersales requirements or information
Ensure any urgent collections / time sensitive orders due for collection are booked in advanced
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
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.
What we are looking for:
A positive attitude that can adapt and thrive in changing circumstances
General background in customer service
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, although it is not a requirement for this role.
Key Success Metrics
● NPS
● Response times
To Apply >>>
Please apply by emailing candice@taylorandhart.com with your cover letter, CV using the subject line “Customer Care Ambassador”.
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