We're Edge of Ember, a modern demi-fine jewellery brand on a mission to inspire self-expression and add a touch of sparkle to life's daily moments.
Our community is at the heart of everything we do, and we're 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 Role As our Customer Service Associate, you'll be the friendly face (and voice) of Edge of Ember, providing our customers with seamless and joyful experiences across email, live chat, and phone.
Your role is key to our brand's growth and reputation, where each interaction leaves a lasting, positive impression.
Responsibilities Manage 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 efficiency Ensure every interaction leaves our customers smiling, aiming for nothing less than an exceptional experience Work with Operations & other teams to ensure that all customer-related inquiries are handled properly, urgently and in line with our approach Identify 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 experiences Seamless resolution of customer issues, with happy follow-up feedback Quick and efficient response and resolution times, measured by daily ticket handling and response KPIs LOCATION : Paddington, London This is an office-based role, with some flexibility to work from home occasionally.