Job Overview

Our client is seeking a detail-oriented and customer-focused Customer Experience Specialist (Jewellery) to manage inbound customer inquiries and deliver a personalized buying experience. In this role, you will serve as the primary point of contact for online customer inquiries, guiding clients through product selections—including diamond specifications, gold types, and setting styles—while collaborating with business owners to convey custom design requests and complex customer needs.

Schedule

Monday, Wednesday, Friday, Flexible schedule during client business hours AEST (20 work hours per week)

Responsibilities

• Manage inbound customer inquiries via phone, voicemail, and email in a timely and professional manner.
• Build and maintain strong customer relationships to deliver a personalized buying experience.
• Guide customers through product selections, including diamond specifications, gold types, and setting styles.
• Identify upsell opportunities by recommending upgrades in carat size, color, or clarity based on customer preferences.
• Process and respond to website inquiry forms with accurate and helpful information.
• Collaborate with business owners to relay custom jewellery requests and complex customer needs.
• Ensure all customer communications reflect the brand's premium yet approachable identity.

Requirements

• Basic knowledge of jewellery fundamentals, including diamond color and clarity, karat gold types, and common settings (e.g., solitaire, pavé).
• Professional verbal and written communication skills with a warm, professional tone.
• Previous experience in a customer service or concierge role, preferably in retail or luxury goods.
• Ability to work independently and manage inquiries with minimal supervision.
• High level of attention to detail when relaying customer specifications and preferences.
• Comfortable handling both phone and email-based communication channels.

Qualifications

• Interest in a role with the potential to transition to a full-time capacity as business needs expand.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.