Customer Care Ambassador

Role**:Customer Care Ambassador**

Reporting to**:Head of Customer Care**

Location**:Remote, based in SA**

Hours**:Sundays - Thursdays, 11:00 AM - 8:00 PM +GMT (Initial training days may differ)**

Start date**:ASAP**

Salary per year**:R 300 000 + 20% Quarterly bonus**

**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). 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 are passionate about the customer experience and use their people skills to ensure all

customers have the best possible experience 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.

**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

**Key Success Metrics**
- NPS
- CSAT score
- Response times

Pay: R300 000,00 per year