We are seeking a polished and customer-focused professional to join our dynamic team. The successful candidate will be responsible for delivering a world-class customer experience, handling enquiries with professionalism, efficiency, and attention to detail. This role encompasses end-to-end customer case management, meaningful customer engagement, and close collaboration with internal teams to ensure every interaction reflects the quality, craftsmanship, and service excellence synonymous with the Christopher Ward brand.

Key Responsibilities:

• Customer Communication: Deliver prompt, courteous, and professional support across phone and email, consistently reflecting the Christopher Ward brand tone and commitment to excellence.
• Issue Resolution: Handle customer concerns with empathy and efficiency, ensuring swift resolution and a positive outcome that reinforces trust in our brand.
• Product Expertise: Cultivate in-depth knowledge of our timepieces and services to provide informed, accurate, and tailored guidance to customers.
• Customer Insight: Capture and relay valuable customer feedback to relevant teams, contributing to continuous product and service improvement.
• Cross-Department Collaboration: Partner with internal teams—including Operations, Repairs, and Marketing—to streamline the customer journey and resolve complex enquiries.
• Proactive Service: Identify opportunities to delight customers through thoughtful service enhancements, including appropriate upselling of products or services that match their needs.
• CRM Accuracy: Maintain detailed and accurate records of all customer interactions within the CRM system to ensure seamless communication and follow-up.
• Performance Excellence: Consistently meet or exceed individual and team KPIs, including response time, resolution rate, and customer satisfaction benchmarks.

Skills and Qualifications:

• Experience: At least 2 years in a customer service role.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong ability to think on your feet and resolve issues creatively.
• Technical Skills: Proficient with CRM systems and Microsoft Office. Familiarity with Zendesk is a plus.
• Adaptability: Comfortable working in a fast-paced environment.
• Customer Focus: A genuine passion for delivering excellent service.
• Team Player: Able to work well with others and maintain a positive attitude.
• Attention to Detail: Careful and precise in your work.
• Knowledge of the watch (or luxury jewellery) industry ideal but not required

Hours & Location:

Office based, 5 days per week (in person) Bell Street, Maidenhead. We operate 09:00-17:00 with a 1-hour, unpaid lunch.