Customer Care Associate - London

Job Title: Customer Care Associate - London Based

Location: London, Strand and Remote

Reporting To: Customer Care Team Lead

Who we are

At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don't just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:

1. Ethical/Sustainable Jewellery Business of the Year 2021 & 2023, Retail Jeweller
2. Jewellery Brand of the Year 2023, Retail Jeweller
3. Queen's Award for Enterprise: Sustainable Development 2022
4. Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury

We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

As a Customer Care Associate, you'll play a crucial role in delivering world-class luxury service to our customers all year round. In this role, you'll be expected to handle various communication channels including phone calls, webchat, WhatsApp, emails, and social media interactions. This role will require travel in to our London office.

Our team works in shifts between 9am and 9pm Monday to Friday and 8.30am - 5pm at the weekend as standard. These hours are subject to change during busier sales periods.

What you'll do

1. Handle phone calls, webchat, WhatsApp, emails, and social media interactions to assist customers with pre and post-purchase inquiries such as orders, promotions, deliveries, returns, and repairs.
2. Respond to customers on social channels and review sites to maintain the brand's reputation for excellent customer service.
3. Liaise with parcel delivery providers to address tracking questions or delivery issues.
4. Adhere to Data Protection Act and PCI Compliance Regulations.
5. Collaborate with team members to achieve service level agreements (SLAs) for various communication channels.
6. Maintain flexibility to ensure exceptional service delivery.
7. Use Microsoft Office package and in-house IT solutions effectively.
8. Achieve set targets in Quality of Conversation (QA), Speed of Service, and Data Accuracy.
9. Proactively share feedback with the line manager to enhance the customer experience.

What you'll bring

1. Proactive attitude and ability to thrive in a fast-paced environment.
2. Team player mentality with a commitment to supporting a positive work atmosphere.
3. Honesty, transparency, and accountability in all actions.
4. Strong problem-solving skills and resilience in handling challenging situations.
5. Flexibility and willingness to adapt to changing priorities.
6. Entrepreneurial spirit, passion, and eagerness to learn.
7. Ability to work effectively in a creative environment.
8. Sense of humour and approachability.
9. Strong communication skills and willingness to mentor others.

To be successful at Monica Vinader

1. You are a doer.
2. You're a team player.
3. You're humble.
4. You are honest, straightforward and transparent.
5. You are a good teacher/mentor (approachable and accessible).
6. You want to get your hands dirty.
7. You solve problems.
8. You are resilient.
9. You are flexible.
10. You are entrepreneurial, smart, and passionate.
11. If you don't know something, you say so. Then go figure it out quickly.
12. You love working in a creative environment.
13. You have a sense of humour.
14. You are an insatiable learner.

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Travel to our London office will be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

1. Customer Obsessed: Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
2. Caring: We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
3. Fast Paced: We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
4. Exceptional: We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
5. Commercial: We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge: Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.