Aftersales Consultant

DescriptionAbout us:Founded by Jordan Cullen in 2018, Cullen Jewellery is an ethical fine jewellery brand that combines traditional craftsmanship with modern technology. We prioritise sustainability, using 100% carbon-neutral lab-grown diamonds and supporting global environmental initiatives. Our focus on exceptional customer experiences and building lasting relationships sets us apart, helping clients make confident, informed decisions.About the position:This role will be delivering seamless post-purchase support to clients, ensuring all aftersales services such as product pick-up, resizing, repairs, and inquiries are handled professionally. If you're passionate about creating jewellery and thrive in a client-centric environment where attention to detail and client satisfaction are paramount, we want to hear from youKey Responsibilities include:Manage the aftersales process for drop-off and pick-up services, ensuring accurate records are kept for all items and that all procedures are followed correctly.Provide expert product and aftersales knowledge to clients, addressing all inquiries related to resizing, repairs, and future modifications (e.g., metal colour changes).Perform jewellery condition inspections, including taking photographs, recording job instructions, and advising clients prior if additional polish is required for the condition of the item before sending it into the workroom.Communicate clearly with clients and resolve any concerns about service timelines, shipping details, and the status of their requests, ensuring they are fully informed throughout the process.Manage the procedure for picking up rings, ensuring physical ID is checked prior and payment is fully made before releasing the item; update pick-up status and email client when a ring is picked up/paid in the appointment.What you'll bring to the role:Proven experience in a customer service or aftersales role, ideally within the premium jewellery or retail industry.Excellent communication skills, both written and verbal, with a client-centric approach.Ability to manage multiple tasks simultaneously while maintaining attention to detail.Computer literacy, with proficiency in email and client management systems.The right to work in Australia.Why Join Us:In addition to a competitive remuneration package, and the ability to work in a beautiful office in the heart of Kew, we offer all our team members with a range of benefits including:Be part of a rapidly growing company with opportunities for career advancement.A supportive and collaborative work environment where your contributions are valued.An Employee Assistance Program for you and a family member to utilise.Generous staff and family / friend discounts.Team events and initiatives included as part of our wellbeing program.Paid volunteer leave, and sponsorship of a child in South East Asia/Africa under your name.If you're ready to make your mark in the world of luxury jewellery and take your career to the next level, apply now with your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.
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