Client relations COORDINATOR

As the Coordinator of our Customer Love Team, you carry the responsibility for the day to day functioning of this team and our client communication and relationships. The Customer Love Team takes loving care of our clients and business partners. Your team makes sure every single client feels blown away by their experience - for the long haul. Your team also collaborates with the Visuals Team for images of custom stones and finished jewelry, the Marketing Team for social sharing of clients experiences and post-purchase follow-up, and the Production Team for inventory and handling returns and exchanges.


You’ll be talking with and helping our clients about everything from finding the perfect engagement ring to which ring size or metal to choose. You' re pro-active in constantly improving our client experience. As you’ll be closest to our clients and practically their friend, you're their voice in our team and you share their feedback. 


This is a great opportunity if you genuinely and passionately love taking care of people and want to make a positive impact through your role.


Expected start date: 1 October 2021

WHAT WE EXPECT YOU'LL BE DOING

  • Correspond with customers via email, live chat, Instagram, Facebook, Twitter, Etsy, Youtube or whatsapp and ensure tickets are answered on time and with excellent customer service

  • Respond to reviews and follow up as needed

  • Manage returns, track complaints and follow up accordingly 

  • Monitor and improve client satisfaction and retention, especially post-purchase

  • Ensure SOPs, policies and the CS handbook are followed and updated

  • Manage workload, tasks and responsibilities of the Customer Love Team members  and run regular brainstorm meetings

  • Support any special sale events

  • Lead and support the customer love team by sharing knowledge, coming up with solutions and discussing best practices.

We want everyone in our business to grow and use their talents, so there may be additional tasks based on your interests and the company needs.


YOU'LL LOVE THIS JOB, IF YOU:

  • Feel satisfied when you get to help others and enjoy making things easier for our clients and team. You delight in going over-the-top to make people happy, and always over-deliver

  • Are to the point and clear in your communication. Writing comes easily to you and you have excellent verbal and written communication skills in English 

  • Have genuine interest in people and their needs, and you're not afraid to support your team members

  • Get the details right — you don’t half-ass anything or let little things slip through the cracks

  • Love creating an experience so good with clients so impressed, that they will tell their friends for years to come, and keep coming back

  • Nail the delicate balance between sales and service

  • Can think out of the box and love to find effective solutions to resolve complex customer service challenges that leave everyone happier 

  • Are a great listener who is more concerned with needs and accepting responsibility than assigning blame or finding out who is right

  • Are pro-active and a quick learner, interested in learning more about jewelry and gemstones

  • Always double check your writing for spelling and grammatical errors and you can bring our brand’s unique, playful voice into the conversation 

THIS POSITION IS NOT FOR YOU, IF you:

  • Don’t have the writing skills of a native English speaker

  • Can’t communicate in a conversational tone 

  • Can’t take constructive feedback and criticism on your writing

  • Don't have the ability to work independently without constant direction

  • Aren’t looking for a long-term position

PLEASE ONLY APPLY IF YOUR ENGLISH IS TOP-NOTCH 


JEWELRY INDUSTRY KNOWLEDGE AND/OR EXPERIENCE IS A HUGE PLUS