Customer Service Specialist
Location: Avalon Beach, NSW 2107
Type: Full Time
About NMJ
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.
About the Role
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.
Key Responsibilities
• 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.
• 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.
• 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.
What you’ll bring
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.
What We Offer
• A supportive and inspiring team environment with company events.
• A sales incentive program to reward and recognise outstanding performance.
• The opportunity to represent a brand committed to craftsmanship, sustainability, and exceptional client experiences.
• Staff discounts on our handcrafted jewellery pieces.
• A beautiful working environment in Avalon Beach.
Apply with us!
If you love providing exceptional customer experiences and have a passion for jewellery, we would love to hear from you!
To find out more about this role, please contact Phoebe O’Reilly, HR Coordinator via email phoebe@nataliemariejewellery.com
If this role sounds like you, we would love to hear from you - simply apply!