Astley Clarke is a British luxury jewellery brand renowned for modern elegance and exceptional craftsmanship. Our community is at the heart of everything we do, and were looking for a passionate, customer-focused individual to join our team. If you love people, details, and a good challenge, we would love to have you on the team.About the RoleAs our Customer Service Associate, youll be the friendly face (and voice) of Astley Clarke and our sister brand Edge of Ember, providing our customers with seamless and joyful experiences across email, live chat, and phone. Your role is key to our brands growth and reputation, where each interaction leaves a lasting, positive impression.ResponsibilitiesManage the day to day running of the Customer Service function (email, live chat, phone), ensuring all customer queries are responded to with warmth, care and efficiencyEnsure every interaction leaves our customers smiling, aiming for nothing less than an exceptional experienceWork with Operations & other teams to ensure that all customer-related inquiries are handled properly, urgently and in line with our approachIdentify areas to enhance the customer journey; develop and implement customer service processes that set us apart in the market.Qualifications:Experience & Passion for Service: Background in customer service or sales within premium brands/products; a love for helping people find just what they need.Outstanding Communication: Friendly, articulate, and approachable, you have a knack for putting customers at ease and making complex info feel simple.Problem-Solver: Strong attention to detail, with the ability to calmly resolve issues and turn challenges into positive outcomes.Tech Savvy: Proficiency in CRM systems and Microsoft Office; experience working with customer ticketing systems is a plus.Thrives in Fast-Paced Environments: You stay cool under pressure and bring a positive, can-do attitude to everything you do.Key Performance Indicators:Positive customer reviews (Trustpilot, Google, website)Returning customer rate and loyalty-building experiencesSeamless resolution of customer issues, with happy follow-up feedbackQuick and efficient response and resolution times, measured by daily ticket handling and response KPIsLOCATION: Paddington, LondonThis is an office-based role, with some flexibility to work from home occasionally.
Job Title
Customer Service Associate