Customer Service Specialist

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, and the part that we have to play in their story, is at the heart of everything we do.

 

WHO YOU ARE AND WHAT YOU CAN ACHIEVE

You oversee, manage and report on the Customer Service elements and team, across general enquiries, repairs, resizes and returns and online customisation.

You are eloquent and efficient and understand the importance of warm, concise and professional communication via email, phone or in person if required.

You understand the importance of maintaining, converting or building relationships, can manage escalated issues in a non personally impacting, but professional voice, written or verbal.

You are a multi tasking, detail oriented individual and thrive and strive on exceptional customer service for outcomes that are in the best interest of the customer and Natalie Marie Jewellery.

 

CUSTOMER SERVICE SPECIALIST TASKS AND OBJECTIVES

  • Be a champion of NMJ - Educate and inform customers on the NMJ Brand, services, and product and what sets us apart, throughout the entire client experience.
  • Manage any incoming queries and order processing for online customisations and log and categorise each for reportable data for the possibility to add to website product page.
  • Manage & work closely and carefully with clients to reach the best possible outcome, ensuring the client feels nurtured and respected throughout the process. Your focus always being orientated around the customer, being as accommodating as possible.
  • Be proactive in relation to your customers. Keeping customers updated before they feel they need to reach out for information.
  • Liaise with Production in relation to customisation requirements in order to provide the best possible outcome for both the business and customer when it comes to customisation requests.
  • Uphold the NMJ Customer Service standard turnaround time of 12 hours for responding to all inbound communications.
  • Gather all relevant customer information to allow the Customer Service Team and Marketing team to respond to all communications and opportunities.
  • Respond to Bespoke Leads and Acuity enquiries daily to ensure correct booking has been made, lead is qualified before allocation to the bespoke team.
  • Manage and delegate emails to relevant team members from the bespoke@ and studio@ inbox to ensure that customers are taken down the correct production journey and customer service experience, ensuring timely and detailed responses for both clients and colleagues.
  • Other administration duties as required as new systems evolve or are introduced.

 

CUSTOMER SERVICE SPECIALIST - AFTER SALES SERVICE, TASKS AND OBJECTIVES

  • Manage all enquiries and requests for the repairs/resize portion of customer service. This is supported by guidance from the Head of Production.
  • Ensure customers are taken down the correct production journey and customer service experience relevant to their return request, ensuring timely and detail responses for both clients and colleagues.
  • Work closely with Head of Production as to production queries and solutions for repairs, ensuring escalation and prioritization of workload is managed.
  • Manage & work closely and carefully with clients to reach the best possible outcome, ensuring the client feels nurtured and respected throughout the process. Your focus always being orientated around the customer, being as accommodating as possible.
  • Manage and delegate work load and role description tasks list to one direct report: support@NMJ and ensure their priority and daily tasks are being actioned on a regular basis
  • Manage and oversee communication across all customer related enquiries – Be that Bespoke, Online, repairs/resizes. Treat all enquiries with the same level of care and manage the escalated enquires with clarity, professionalism for a positive outcome.
  • Re-engage with customers as required to ensure they have had the most seamless customer service experience.
  • Fortnightly WIP: Report to the General Manager areas for improvement, findings, repeated data or avenues for increasing role efficiencies on a fortnightly basis, hi-lighting areas for improvement, inbound load, systems reporting etc.
  • Ensure all necessary reporting is supplied by your team in advance of the Production meeting each month with your summary, observations and recommendations supplied.

 

THE SKILLS AND EXPERIENCE YOU WILL IDEALLY HAVE

  • 1-2+ years experience in customer service
  • 1+ years working with Shopify
  • 1+ years working with Office 365
  • 1+ years working with Hubspot, Gorgias, or a similar CRM
  • 1+ years working with Airtable or a similar operational data management system
  • Experience with managing, implementing or using new systems, such as a returns portal
  • Experience with managing, implementing or using new systems, such as a live chat feature
  • A professional and empathetic approach
  • Ability to multi-task, prioritise and stay calm during peak demand periods
  • Team player with a positive attitude.
  • Ability to work independently, be proactive and innovate.

 

WHAT WE OFFER

  • A Full Time role with flexible working hours, 9-5
  • A generous salary Package on par with role description
  • A beautiful Avalon Beach NSW Studio, Showroom and Office Location
  • Warm Friendly Company Culture with career progression
  • A company that is a market leader and has been established for more than 10 years

 

TO APPLY

Please select 'apply' and forward a cover letter and CV addressing the requirements of the role and why you're the ideal candidate to lia@nataliemariejewellery.com.