Customer Service Representative

Customer Service Representative
Full time - 9am - 5pm Monday to Friday
Location - Watford
Salary - £22,000+
About Us:
LILY & ROO is a fast-growing e-commerce jewellery company, dedicated to delivering exceptional beauty and craftsmanship in our products to our customers worldwide. Our commitment goes beyond just the aesthetics of jewellery; we aim to provide a shopping experience that leaves a lasting impression, making every interaction with us special. We believe in nurturing talent, innovation, and exceptional service standards.
Role Overview:
As a Customer Service Representative, you'll be the first point of contact for our customers, playing a crucial role in shaping their experience with our brand. You'll be responsible for ensuring every customer feels heard, valued, and delighted with our service. Whether it's answering queries via live chat, responding to emails, or turning around less-than-perfect experiences into memorable ones, your role is pivotal in maintaining and enhancing our reputation for first-class customer service.
Responsibilities:
Provide timely, empathetic, and efficient customer service via live chat and email, ensuring customer queries are resolved satisfactorily.
Work closely with the customer service team to learn and implement best practices for handling customer inquiries and complaints.
Turn challenging customer interactions into positive experiences, aiming for resolution and customer satisfaction.
Understand and effectively communicate our brand values and product information to customers.
Collaborate with different teams (e.g., production, fulfilment and marketing) to ensure customer needs are met and feedback is acted upon.
Participate in training and development opportunities to enhance your skills and knowledge in customer service and our product range.
Maintain and grow our 4.5 Trustpilot rating.
Requirements:
Fluent in verbal and written English.
Excellent communication skills, both written and verbal, with a keen eye for detail and the ability to maintain a positive tone of voice.
Strong interpersonal skills, with the capacity to empathise with customers and tailor responses to individual needs.
Ability to work efficiently and effectively, managing time well to handle high volumes of customer interactions.
A team player with a great understanding of the role's requirements and the drive to exceed expectations.
Openness to feedback and commitment to continuous improvement in service standards.
No previous experience in customer service is required, but a willingness to learn and a proactive attitude are essential.
Benefits:
Comprehensive training designed to equip you with all the skills necessary to excel in your role.
A dynamic and supportive team environment where innovation and creativity are encouraged.
Opportunities for career advancement within the company.
Employee discounts on our beautiful range of jewellery products.
How to Apply:
If you’re passionate about providing exceptional customer service and are excited to grow with a vibrant team in the e-commerce jewellery space, we’d love to hear from you. Please send your resume and a cover letter explaining why you’re the perfect fit for this role.
We are committed to creating a diverse and inclusive environment and encourage applicants from all backgrounds to apply. LILY & ROO are an equal opportunity employer.