Customer Experience Specialist

Joma Jewellery & Katie Loxton

. Deliver the highest level of customer service daily via phone, email, and webchat .

Posted 9/17/2026full-timeBanbury • United KingdomMid-LevelSenior💰 £26,437 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering exceptional customer service through various communication channels, including phone, email, and webchat, while effectively managing customer interactions and collaborating with cross-functional teams to enhance the customer experience.

Highest-signal resume keywords

Customer Service ExperienceMagento ProficiencyGorgias ExperienceStrong Problem-Solving SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MagentoGorgiasB2C Returns ProcessingClaims HandlingSLA Management

Soft Skills

Organizational SkillsAdaptabilityPositive AttitudeTeam CollaborationWorkload Prioritization

Tools & Technologies

Social Media PlatformsFeefoThird-Party Logistics

Industry Keywords

Customer ExperienceEcommerceFast-Paced EnvironmentCustomer InteractionsRefund Processing

Tech Stack

Tools & technologies

Magento

About the role

Key responsibilities & impact

Deliver the highest level of customer service daily via phone, email, and webchat
Process refunds for B2C returns via Magento
Respond to customer interactions on social media platforms
Respond to Feefo reviews
Work towards SLAs to meet customer expectations
Collaborate with Ecommerce, Operations, and Marketing teams
Handle claims via delivery companies and third-party logistics providers
Support business objectives by providing an outstanding customer experience
Report to the Ecommerce Retail Customer Experience Manager

Requirements

What you’ll need

Previous experience working in a customer service-based environment
Previous experience using Gorgias and Magento is desirable
Able to work in a fast-paced environment
Excellent organizational skills, written and verbal communication
Ability to prioritise workload
Maintain a positive attitude towards change
Adaptability to work independently as well as in a team
Excellent telephone manner and corresponding skills
Strong problem-solving skills
8-hour, 5-days-a-week shift pattern
Ability to work any 5 days in 7, including up to 2 weekend days per month with one week's notice

Benefits

Comp & perks

33 days holiday rising to 35 with length of service, inclusive of bank holiday
Very generous staff discount across both brands
Opportunities to make an impact and learn and develop further
Innovative and friendly workplace