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- Tasks: Welcome customers and assist with aftercare services like resizes and inspections.
- Company: Join Taylor & Hart, a leading bespoke jeweller in London specializing in custom engagement and wedding rings.
- Benefits: Enjoy a part-time role with flexible hours and a vibrant work environment in the heart of London.
- Why this job: Be part of a passionate team dedicated to creating exceptional customer experiences and building lasting relationships.
- Qualifications: Bring a positive attitude, great people skills, and previous customer-facing experience to the table.
- Other info: Ideal candidates have a passion for jewellery and thrive in a collaborative, fast-paced environment.
Role: Aftercare Ambassador
Location: London City Showroom and Brownlow House Workshop, London
Hours: Part-time, Friday – Monday (9:30 am – 6:30 pm with one hour break for lunch)
Overview
Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our showroom and via online communication channels. We’re based in the City of London (Bank/Monument) and at our Workshop (Chancery Lane) with excellent transport links. Taylor & Hart’s Customer Experience Team is a customer forward role and works alongside our sales teams and production teams to ensure the customer enjoys a seamless experience from the moment they place their order, and into the future. The Aftercare Ambassador has a passion for helping others and for excellence. They are proactive in working collaboratively to assist their colleagues and their customers. They meet customers in person to help with aftercare services, and assist the customer care team with the organisation, preparation and processing of aftercare services.
They are passionate about the customer experience and use their people skills to ensure all customers have the best possible experience at our workshop, and that services are carried out efficiently and correctly leading to positive reviews and referrals.
The Role
Taylor & Hart is about its customers and their stories. The Customer Care Team ensures that all T&H's existing and prospective customers have an amazing journey with the brand. They provide quick, friendly, confident and professional responses to enquiries and proactively facilitate the customer experience around the design and purchase journey. Success in this role means that people who interact directly with our brand, be it the purchaser or the wearer of the jewellery piece, understand our core values, our business model and what we stand for. The team is responsible for fast response times and clear communication. A positive attitude and enthusiasm are shown through face-to-face, phone calls and written communications. In a nutshell, you make sure that customers feel they got an efficient, friendly and helpful service, making them feel cared for and delighted during their aftercare service and continuing into the future.
Main Responsibilities
● Welcome customers to our showroom and assist them with aftercare services including resizes.
● Ensure aftercare services are entered correctly, efficiently and managed through our system.
● Enter products for inspection as they are received.
● Provide quick, honest advice and confident and clear responses
● Confidently answer any questions asked about T&H, and its products, and who best to redirect an enquiry to
● Continuously contribute ideas on how T&H’s service, process and systems can be improved
● Ensure documents and costs associated with orders are organised and stored in our systems
● Ensure all aftercare appointment and collections for the weekend are prepped in advance and ready at the showroom
● Support the retail sales team and welcome walk-ins to the retail space assisting in customer care requests.
● Facilitate collections and drop-offs, treating customers and the product with care
● Quickly respond to any aftercare enquiries over livechat and phone.
● Support with movement of products between the workshop and showroom
● Welcome visitors to the showroom and greet any walk-ins
● Support the customer care team with responding to inbound enquiries and emails
● Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers
● Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Production, Procurement, Fulfillment, Sales
● Quickly gain the trust of colleagues, by completing tasks at a quick pace and with good quality
● Record issues and work with other teams to improve customer experience in the future.
What we are looking for:
●A positive attitude that can adapt and thrive in changing circumstances
● A proactive attitude to work
● Attention to detail
● A responsible and reliable personality
● A passion for continuous learning and improvement
● The ability to control a conversation while making the other side feel special and catered for
● An “All-hands-on-deck” attitude when needed
● Previous experience in a customer facing function
● Great written and verbal skills when communicating to clients
● Excellent people skills and compassion
● Calmness under pressure
● You are a team player, and understand why this is important
● A positive way of looking at challenges to ensure all customers leave happy
● Good command of the English languageThe ideal candidate would have knowledge of jewellery, diamonds, and gemstones.
Key Success Metrics
- NPS Order and Aftercare
- In-person NPS
- Positive CSAT
Aftercare Ambassador employer: Taylor & Hart
Contact Detail:
Taylor & Hart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Ambassador
✨Tip Number 1
Familiarize yourself with Taylor & Hart's products and services. Understanding the details about engagement rings, wedding rings, and aftercare services will help you engage confidently with customers and answer their questions effectively.
✨Tip Number 2
Showcase your people skills during any interactions. Practice active listening and empathy to ensure customers feel valued and understood, which is crucial for a role focused on customer experience.
✨Tip Number 3
Demonstrate your proactive attitude by thinking of ways to improve customer service processes. Be ready to share your ideas during the interview to show that you're invested in enhancing the customer journey.
✨Tip Number 4
Prepare to discuss your previous customer-facing experiences. Highlight specific situations where you successfully resolved issues or improved customer satisfaction, as this will illustrate your capability for the Aftercare Ambassador role.
We think you need these skills to ace Aftercare Ambassador
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Aftercare Ambassador position. Tailor your application to highlight how your skills and experiences align with the role.
Showcase Customer Service Skills: Emphasize your previous experience in customer-facing roles. Provide specific examples of how you've successfully handled customer inquiries or resolved issues, showcasing your excellent people skills and compassion.
Express Passion for the Brand: Demonstrate your enthusiasm for Taylor & Hart and the jewellery industry in your application. Mention any relevant knowledge about jewellery, diamonds, or gemstones to show that you are genuinely interested in the products and services offered.
Highlight Teamwork and Adaptability: Illustrate your ability to work collaboratively within a team and adapt to changing circumstances. Use examples from past experiences where you contributed positively to a team environment or handled challenges effectively.
How to prepare for a job interview at Taylor & Hart
✨Show Your Passion for Customer Care
Make sure to express your enthusiasm for helping customers during the interview. Share examples of how you've gone above and beyond in previous roles to ensure a positive customer experience.
✨Demonstrate Your People Skills
Prepare to discuss situations where you've effectively communicated with customers or colleagues. Highlight your ability to build rapport and trust, as this is crucial for the Aftercare Ambassador role.
✨Familiarize Yourself with the Brand
Research Taylor & Hart's products, values, and customer service approach. Being knowledgeable about their offerings will show your genuine interest in the company and help you answer questions confidently.
✨Prepare for Scenario-Based Questions
Think about potential scenarios you might face in the role, such as handling difficult customer inquiries or managing multiple tasks at once. Practice your responses to demonstrate your problem-solving skills and calmness under pressure.
