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Meet the team | Customer Service

By Victoria Cowan, 11 October 2021

Get ready to meet our wonderful Customer Service team in this Meet the team! They're a super hard-working and fun bunch who are available on a daily basis to answer all of your questions & queries.  Our customer service team has really grown this past year which means you can now reach them through a number of different channels. Wanna know more? Read on quickly! 


Team Member Merel Rebsch
Position: Teamlead Customer Care

Can you tell us a little something about your daily tasks/responsibilities?
I am in charge of directing the team and making sure they have all the information they need to do their jobs properly, because ultimately they're the ones that have to make sure our customers get the service they deserve. It's very satifying to see how happily the whole team does their job! Besides that I also perform a lot of HR duties, such are staff evaluations, scheduling and job interviews. 

What are you most proud of?
I'm really proud of the recent growth and change in our department. The customer service team has expanded really quickly so we've been super busy creating a clear structure within the department. It's great to see the growth My Jewellery is experiencing and that our team is growing with it!

What do you love about working within the CS team at My Jewellery?
When I started out at My Jewellery, I realised very quickly that being part of the CS team was very rewarding, and I grew to love the idea of being there for our customers and their needs.  In my current role I try to help the team to realise the same thing, and I'll help out where needed. Finally, I love my colleagues! We have a great, full-loving and hard-working team, which makes coming to work super enjoyable! 


Team Member Fraser Toebosch
Position: Customer Care Supervisor

Can you tell us a little something about your daily tasks/responsibilities?
The customer service team basically experiences everything:  from queries about your order to questions about our product range and styling advice, we're always there to help out our customers. 

What are you most proud of?
Putting a smile on a grumpy customer's face.

What do you love about working within the CS team at My Jewellery?
The variety of questions we're asked and the way those questions relate to all aspects of the business. 


Team Member Melanie van Drunen
Position: Customer Care member - Team Chat

Can you tell us a little something about your daily tasks/responsibilities?
I work part-time for Customer Care which means that I work our Chat in the evenings and at the weekend. We get lots of different questions and queries from customers relating to for instance: outfit styling, order status, returns and various other complaints. The diversity of questions we're asked, and the varying degrees of difficulty of those questions, is what makes our job exciting!

What are you most proud of?
I'm proud of the fact that, despite working-from-home a lot, we're still very much a team and as a collective we're making the best of the situation.

What do you love about working within the CS team at My Jewellery?
I love working with a team of fun and spontaneous girls, and the diversity of our job. Every day is different!


Team Member Eline van Heumen
Position: Customer Care member - Team Offline

Can you tell us a little something about your daily tasks/responsibilities?
Our department answers all kinds of customer questions on various channels on a daily basis. The channels I mainly work on are Whatsapp, Facebook Messenger, email, but once or twice a week I will also work the phones and be in direct contact with our customers. 

What are you most proud of?
To me it's super satisfying to really help our customers and provide a level of service that'll make them smile. I like to give just that little bit extra to each customer so that they leave our chat happy with the service they received. 

What do you love about working within the CS team at My Jewellery?
We have a really young and fun team so there's a great vibe in the office, and every day we come in to the office we work as a collective to provide the very best service for our customers. 


Team Member Pleun van de Rande
Position: Customer Care member - Medior

Can you tell us a little something about your daily tasks/responsibilities?
My everyday tasks include helping our customers by replying to emails and WhatsApp & Facebook messages, or helping them on the phone. I also add credit to gift cards and do returns bookings for customers. 

What are you most proud of?
I'm most proud when I'm able to properly help a customer and he/she shows that they're satisfied with the solution.

What do you love about working within the CS team at My Jewellery?
The AMAZING team and the diversity of tasks.


Team Member Julie Overgoor
Position: Customer Care team member - Team Offline

Can you tell us a little something about your daily tasks/responsibilities?
I answer our lovely customers' questions on the phone, email and WhatsApp

What are you most proud of?
Every time I hear a positive reaction on the other end of the phone line, or receive a thank you message in my emails or WhatsApp messages, I feel pride, because I know that I've managed to turn a problem into a suitable solution for the customer.

What do you love about working within the CS team at My Jewellery?
The team! I started at My Jewellery about 3 months ago and everyone is so helpful and fun. We always end up laughing about things we say before we think haha. 


Team Member Amy Balemans
Position: Customer Care team member - Medior Social Media

Can you tell us a little something about your daily tasks/responsibilities?
I maintain the My Jewellery social media channels, which include Instagram, Facebook, TikTok and the reviews. I reply to all queries and help girls in finding the most perfect outfits, usually via DM or another channel. 

What are you most proud of?
When I was an intern here, there wasn't really a social media team, so I worked together with another intern to develop and implement various strategies that could be used to establish a social media team within the customer care department. I'm really proud of the fact that two years later the social media team is a properly developed team within the customer care department. 

What do you love about working within the CS team at My Jewellery?
The team spirit within the team is what really makes it fun! I also get great satisfaction from helping customers with their questions, and I'm secretly quite a  big My Jewellery fan, so being able to help customers for a brand I love is great.


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