Queensmith

Customer Support

• - Follow up with in-store customers post-appointment, and online customers who have not yet confirmed their purchase, re-engaging them with warmth and professionalism.
• - Convert post-appointment enquiries into sales through consultative communication via phone, email and CRM workflows.
• - Maintain accurate HubSpot pipeline records, ensuring timely follow-up and clear progression at every stage.
• - Support remote payment completion by issuing pay links, finance agreements, confirming balances, and actively follow up with clients to collect outstanding payments.
• - Handle objection resolution and negotiation post-appointment in line with Queensmith commercial guidelines and brand standards.
• - Proactively follow up with clients post-purchase to encourage repeat business and build long-term relationships.
• - Coordinate with the Sales, Production, and Customer Care Teams to ensure orders are processed correctly, timelines are clear, and customers remain informed.
• - Gather and document structured feedback, identify themes, and share insights to improve conversion.
• - Ensure post-sale administration and customer records are accurate, complete, and consistently maintained.
• - Contribute to wider business objectives and operational improvements as required.

Customer Experience Executive

• - Handle customer queries across multiple contact channels, including telephone, email, live chat, and social media
• - Manage appointments, ensuring customers are well-prepared and informed
• - Support customers with online and in-store orders, addressing pre-sale and post-sale enquiries
• - Collaborate with other teams to ensure customer expectations are met in line with company guidelines
• - Demonstrate exceptional customer service and attention to detail
• - Participate in active learning and knowledge sharing to enhance customer experience and performance
• - Develop comprehensive product knowledge and act as a brand ambassador
• - Assist the sales team in retail operations as needed

Customer Experience Executive

Customer Care Advisor – Fine Jewellery