Customer Care Advisor

Overview

We are seeking a polished and customer-focused professional to join our dynamic team. The successful candidate will be responsible for delivering a world-class customer experience, handling enquiries with professionalism, efficiency, and attention to detail. This role encompasses end-to-end customer case management, meaningful customer engagement, and close collaboration with internal teams to ensure every interaction reflects the quality, craftsmanship, and service excellence synonymous with the Christopher Ward brand.

• Customer Communication
  :
  Deliver prompt, courteous, and professional support across phone and email, consistently reflecting the Christopher Ward brand tone and commitment to excellence.
• Issue Resolution
  :
  Handle customer concerns with empathy and efficiency, ensuring swift resolution and a positive outcome that reinforces trust in our brand.
• Product Expertise
  :
  Cultivate in-depth knowledge of our timepieces and services to provide informed, accurate, and tailored guidance to customers.
• Customer Insight
  :
  Capture and relay valuable customer feedback to relevant teams, contributing to continuous product and service improvement.
• Cross-Department Collaboration
  :
  Partner with internal teams—including Operations, Repairs, and Marketing—to streamline the customer journey and resolve complex enquiries.
• Proactive Service
  :
  Identify opportunities to delight customers through thoughtful service enhancements, including appropriate upselling of products or services that match their needs.
• CRM Accuracy
  :
  Maintain detailed and accurate records of all customer interactions within the CRM system to ensure seamless communication and follow-up.
• Performance Excellence
  :
  Consistently meet or exceed individual and team KPIs, including response time, resolution rate, and customer satisfaction benchmarks.

• Experience:
  
  At least 2 years in a customer service role.
• Communication:
  Excellent verbal and written communication skills.
• Problem-Solving:
  Strong ability to think on your feet and resolve issues creatively.
• Technical
  
  Skills:
  
  Proficient with CRM systems and Microsoft Office. Familiarity with Zendesk is a plus.
• Adaptability:
  Comfortable working in a fast-paced environment.
• Team Player:
  Able to work well with others and maintain a positive attitude.
• Attention to Detail:
  Careful and precise in your work.
• Knowledge of the watch (or luxury jewellery) industry ideal but not required

Office based, 5 days per week (in person) Bell Street, Maidenhead. We operate 09:00-17:00 with a 1-hour, unpaid lunch.