Customer Happiness Manager (part time) Ashford, Kent, South East England, England
Job description
Title: Customer Happiness Manager
Reporting to: Studio Manager
Rachel Jackson creates contemporary, personalized jewellery and is one of the UK’s most exciting, upcoming jewelry brands. The brand has an impressive stockist list including Liberty of London, Selfridges and John Lewis and a huge celebrity following. But they’ve just got started, they have an ambitious growth plan, and to achieve it they're on the lookout for a new part time Customer Happiness Manager to join their team.
The Role
The ‘voice’ of the business to all of our customers (direct to our consumer), and the voice of the customer to our internal team, our Customer Happiness role is key to our business. The overall objective for this position is to offer best in class experience with a positive and problem solving mindset being key. Whilst this is a mostly remote role you will be an integral part of the Despatch team so a willingness to travel to the studio and build relationships with your team and understand the product as required is a real must!
This is a part time hybrid working position, Monday to Thursday - hours 10-2. NB: During the initial training period the role will be in part based in our Studio near Ashford. Going forward you will be required to work from home unless required to visit the Studio for product training and team meetings.
Key responsibilities: Customer Care
- Responding to all customer enquiries via email, phone and live chat
- Recording customer interaction & feedback & generating reports & actions based on this. Presenting this monthly to the wider trading team & highlighting product issues with the production manager.
- Ensuring all KPIs are met
- Upholding excellent product knowledge
- Keeping the company voice mail and automated emails updated
- Keeping the google drive files that you work in, logical and organised (for anyone to use)
- Supporting your team with excellent communication skills, as a mostly remote role you ,ust be a self starter in terms of reaching out to the wider team particularly Despatch and Ecommerce, to ensure the smooth running of the Customer journey.
Rachel Jackson is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Job Types: Part-time, Permanent
Part-time hours: 16 per week
Salary: Up to £23,500.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Flexitime
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
- No weekends
Experience:
- Retail sales: 1 year (preferred)
- Customer Service: 1 year (required)
Work Location: Hybrid remote in Ashford
Application deadline: 03/03/2023
Expected start date: 20/03/2023
