Online Customer Service Representative

Overview:

London Jewelers is a premier jewelry business, family owned and operated for over 95 years. We continue to set the standard for quality and service in providing customers with the finest selection of diamonds, designer jewelry, fine timepieces and gifts, presented in a luxurious style and setting with superior customer service. We are seeking a dedicated online customer service, brand relationship representative to manage customer interactions and provide support for our products and services. The ideal candidate will handle inquiries and tracking, resolve complaints, and ensure customer satisfaction.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat
• Track customer inquiries through multiple websites and through entire lifecycle of customer’s request
• Add products and update content on London Jewelers website
• Maintain Brand pages on London Jewelers website updating banners, products and information
• Daily price and inventory updates on our website
• Resolve customer complaints in a professional manner
• Process orders, returns, and exchanges
• Track monthly store traffic report
• Daily cash report
• Routine testing of functionality of website, content images displayed correctly, links live, and add to cart active
• Provide product and service information and guidance
• Maintain appointment requests for store locations
• Document and update customer records based on interactions
• Follow up and track with customers and the store to ensure their issues are resolved
• Stay updated on product knowledge and company policies
• Follow daily task check list
• Maintain a positive and empathetic attitude toward customers

Qualifications/Experience:

• Proven experience as a customer service representative or similar role
• Excellent communication and interpersonal skills
• Ability to handle stressful situations and diffuse upset customers
• Proficient in using ERP software and CRM tools
• Strong problem-solving skills
• Ability to multitask and manage time effectively
• Attention to detail and accuracy
• High school diploma or equivalent; a degree or equivalent
• Flexibility to work in shifts if required
• Good typing skills and computer literacy

Preferred Qualifications:

• Degree in a relevant field

Job Type:

• Full-time
• In office

Salary:

• $25 an hour

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(k) with employer matching
• Employee assistance program
• Employee discount
• Flexible spending account
• Health savings account
• Life insurance

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.