Customer Care Advisor

• About us

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:

• Bonus scheme

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