Online Customer Service Representative

London Jewelers is a premier jewelry business that has been family owned and operated for over 95 years. They are seeking a dedicated online customer service representative to manage customer interactions, 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

Skills

• 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
• Degree in a relevant field

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

Company Overview