Customer Service Specialist
Location: Avalon, Sydney NSW
Type: Full-Time | Monday - Friday
Who We Are
Natalie Marie Jewellery was born in 2012 from a passion for the craft. At the core of what we do is a dedication to traditional, superior craftsmanship; a focus on sustainability and superior materials; and a commitment to our own unique style.
We believe that jewellery is both art and an investment and as such, take pride in every piece we create at NMJ. We make each piece to order – a conscious decision that allows us to minimise our footprint on the environment and gives us the opportunity to connect with clients on a deeply personal level. Our clients, our team; and the part that we have to play in their story, is at the heart of everything we do.
Your Purpose
As a Customer Service Specialist, you are the voice and heart of NMJ. You are responsible for overseeing the end-to-end customer experience, ensuring every interaction reflects our values of care, craftsmanship, and connection.
This role is both strategic and hands-on, requiring you to manage communications across all customer touchpoints, lead after-sales service, and ensure our clients feel supported, informed, and valued throughout their journey with NMJ.
Who You Are
• A natural communicator who delivers warm, clear, and professional service across all channels.
• A thoughtful problem solver who can manage escalations with grace and professionalism.
• Organised, detail-oriented, and thrives in a dynamic environment.
• Passionate about customer relationships and committed to creating a seamless, memorable experience for each client.
• A team player with the ability to lead, guide, and collaborate cross-functionally.
Key Responsibilities
Customer Experience & Support
• Champion the NMJ brand by educating clients on our philosophy, services, and products across all stages of the client journey.
• Manage general enquiries, customisation requests, and client communications with care and efficiency.
• Be proactive in client communication—update clients before they need to follow up.
• Maintain our 12-hour response standard for inbound communications.
• Liaise with Production to ensure feasibility and accuracy of customisation requests.
• Gather client insights and feedback to support continuous improvement in products and services.
• Qualify and respond to bespoke leads and appointment requests, ensuring appropriate qualification and handover.
• Monitor and manage shared email inboxes coordinating and delegating incoming messages to the appropriate team members to ensure timely and accurate responses, in line with manager direction.
• Carry out general administrative tasks as needed, adapting to new processes or systems as they are introduced within the business.
• Remain readily available to engage with customers through multiple communication channels, including phone calls and live chat, delivering professional and efficient support.
• Provide assistance to the Dispatch during busy periods or as needed, ensuring smooth order processing and delivery timelines.
• Offer support to the Showroom team when required, contributing to a seamless customer experience both in-store and online.
After-Sales Service
• Manage repair, resize, and return enquiries with empathy and efficiency, aligning each request with the correct production journey.
• Collaborate with the production team on repair solutions, pricing and prioritisation.
• Ensure seamless client communication and satisfaction throughout after-sales processes.
• Handle escalated enquiries across all service categories (bespoke, online, repairs) with professionalism and care.
• Re-engage with past clients as needed to enhance their long-term experience with NMJ.
• Provide fortnightly updates to the Customer Service Manager on trends, challenges, efficiencies, and customer feedback.
The Experience You Ideally Have
• 1–2+ years’ experience in a customer-facing role.
• 1+ years’ experience with Shopify, Office 365, CRM systems (Hubspot, Gorgias, or similar), Operational platforms (Airtable or similar.)
• Strong written and verbal communication skills.
• Calm, adaptable and proactive in high-pressure or peak periods.
• Empathetic, solutions-focused, and motivated by excellence in service.
• Comfortable working autonomously and collaboratively.
• A genuine passion for storytelling, craftsmanship, and personalised service.
TO APPLY
Please forward a cover letter and CV addressing the requirements of the role and why you're the ideal candidate to daniel@nataliemariejewellery.com.