Job Summary:

As a Jewelry Customer Service Agent, you will be responsible for providing exceptional customer service to clients purchasing jewelry and related products. You will assist customers in making informed choices, addressing their inquiries and concerns, and ensuring a seamless shopping experience. Your role is pivotal in maintaining our company's reputation for quality and excellence in the jewelry industry.

Key Responsibilities:

Customer Assistance: Provide expert assistance and guidance to customers, both in-person and through various communication channels (phone, email, chat, etc.), regarding jewelry products, pricing and sizing.

Order Processing: Accurately process jewelry orders, including order entry, payment processing, and ensuring timely delivery. Collaborate with the logistics team to track shipments and resolve any delivery issues.

Product Knowledge: Develop and maintain an in-depth knowledge of the company's jewelry collections, materials, gemstones, and craftsmanship to provide accurate information to customers.

Issue Resolution: Address customer concerns, complaints, and inquiries in a prompt and professional manner, striving for first-contact resolution and ensuring customer satisfaction.

Returns and Exchanges: Manage returns, exchanges, and warranty claims efficiently, adhering to company policies and guidelines.

Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell complementary products and services, enhancing the overall customer experience and increasing sales.

Communication: Maintain open and clear communication with other team members, including the sales team, designers, and management, to ensure a cohesive and customer-focused approach.

Documentation: Maintain accurate records of customer interactions, orders, and related information in the company's database or CRM system.

Compliance: Adhere to all relevant industry regulations, including those related to gemstone sourcing, ethical practices, and customer data protection.