After-Sales Leader & Client Care Coach

Cullen Jewellery; Kew; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff discounts

Friends & family discount

Paid annual leave

Charity sponsorship

Job summary

Cullen Jewellery is seeking an Assistant Client Care Manager to join our full-time after-sales team in our Kew Office. You’ll support day-to-day operations, handle escalations, and mentor our team of After-Sales Consultants, stepping up when the Manager is away.

Working Tuesday to Friday 9am-5pm and Saturday 8am-4pm, you will own key workflows, manage rostering and queues, and contribute to a culture that blends craftsmanship with digital-forward service.

Qualifications

• Proven background in client service or after-sales with senior/lead experience.
• Strong organisational and ticket-management skills, with CRM proficiency.
• Excellent written and verbal communication with an empathetic approach to resolving escalated client concerns.
• Flexible, solution-oriented mindset and leadership example.

Responsibilities

• Take ownership of escalated enquiries and lead the after-sales team in the Manager's absence.
• Perform QC checks on completed jobs, repairs, and appraisals prior to dispatch.
• Manage daily rostering, ticket allocation, and workflow distribution to maintain SLAs.
• Onboard, train, and mentor team members with peer coaching.

Skills

Client service

Team leadership

CRM experience

Communication skills

Tools

CRM systems

Booking portals

Ticketing platforms

Job description

Cullen Jewellery is seeking an Assistant Client Care Manager to join our full-time after-sales team in our Kew Office. You’ll support day-to-day operations, handle escalations, and mentor our team of After-Sales Consultants, stepping up when the Manager is away.

Working Tuesday to Friday 9am-5pm and Saturday 8am-4pm, you will own key workflows, manage rostering and queues, and contribute to a culture that blends craftsmanship with digital-forward service.