Fine Jewellery Online Client Adisor

SARAH & SEBASTIAN; Sydney; Hybrid; AUD 75,000 - 105,000; Full time

Benefits offered by this job

Generous salary package

Product allowance

Birthday leave

Exclusive staff benefits

Work from home on Fridays

Job summary

SARAH & SEBASTIAN is seeking a Fine Jewellery Client Advisor to blend luxury client service with strategic sales for high-value pieces and bespoke orders.

You will nurture relationships across channels, educate clients on craftsmanship, and collaborate with internal teams to ensure seamless order fulfilment and exceptional service.

Qualifications

• 3+ years in retail or customer service
• Excellent written and verbal communication
• Balanced consultative luxury service with sales outcomes
• Tech-savvy with common CS platforms and ecommerce tools
• Certificate/diploma in retail or business is advantageous (gemology is a plus)

Responsibilities

• Manage inbound/outbound client interactions across email, phone, live chat and social media.
• Close milestone and bespoke sales, including engagement rings and custom orders.
• Handle warranties, repairs, returns and made-to-order items with clarity.
• Maintain accurate CRM records and coordinate with retail, logistics, production and ecommerce teams for high-value orders.

Skills

Luxury client advisory

Omni-channel communication

Sales conversion & upselling

CRM & eCommerce platforms

Problem solving & communication

Education

Retail/business certificate or diploma

Gemology/jewellery certification (desirable)

Tools

Gorgias or Zendesk

Shopify

Google Workspace

POS systems

CRM systems

Job description

Reporting to the Client Experience Manager, the Fine Jewellery Client Advisor is a pivotal hybrid role that combines the attentiveness of a Client Experience Advisor with the strategic edge of a luxury Sales Specialist.

In this position, you will provide personalised guidance for high-value purchases, nurturing lasting relationships and driving measurable growth. You will be the trusted choice for clients during life's most meaningful moments, safeguarding service excellence and maintaining our reputation for craftsmanship, trust, and considered design.

WHAT YOU WILL DO

• Omni-Channel Communication: Manage inbound and outbound client interactions across email, phone, live chat, and social media, ensuring all communications align with the brand's tone of voice.
• Sales & Conversion: Act as the closer for milestone and bespoke sales, including engagement rings, wedding bands, and custom orders. Proactively follow up with prospective clients and act on upselling and cross-selling opportunities.
• Client Support: Expertly handle inquiries regarding warranties, repairs, returns, and made-to-order items with clarity and transparency.
• Operational Excellence: Maintain highly accurate CRM records of client interactions and preferences. Partner with retail, logistics, production, and ecommerce teams to fast-track high-value orders and ensure a seamless omni-channel experience from sale to delivery.
• Trusted Advisor: Maintain a deep understanding of our collections, materials, and bespoke offerings to confidently educate clients on craftsmanship and product design.

ABOUT YOU

• Experience: 3+ years of experience in retail or customer service.
• Core Attributes: Excellent written and verbal communication skills, a natural ability to problem solve, resilience, and a strong desire to deliver exceptional, customer-centric experiences.
• Commercial Acumen: The ability to balance consultative luxury service with strong commercial outcomes and sales conversion.
• Tech Savvy: Strong hands-on experience or familiarity with customer service platforms (e.g Gorgias or Zendesk), Shopify, Google Suite, POS platforms, and CRM systems.
• Desirable Extras: A certificate or diploma in retail or business, or a certification in gemology/jewellery is highly regarded but not required.

Our Values

At SARAH & SEBASTIAN, our values underpin everything we do. We are looking for someone who will embody our core principles:

• Make Waves: Think creatively and challenge the status quo.
• Precision: Act with care and attention.
• Community: Collaborate, show respect, and create enduring relationships.
• Protect What is Precious: Be an ambassador for ocean conservation and remain accountable for Package & Benefits

WHAT YOU WILL RECEIVE

• Generous salary package, product allowance, birthday leave and exclusive staff benefits.
• Work from home on Fridays.
• Drive significant impact within a brand deeply committed to sustainability and ocean conservation.
• Play a pivotal role in shaping the future of luxury digital retail for our brand.

ABOUT US

Established in 2012, SARAH & SEBASTIAN is a conceptual fine jewellery studio crafting new natural icons, engineered to inspire. Founded by designers Sarah Gittoes and Robert Sebastian Grynkofki, we are reimagining fine jewellery — where exquisite artistry meets an elevated edge.

Our architecturally designed boutiques across Australia offer an immersive window into the brand, with luxury services including Ear Alchemy Piercing, Soldered Permanent Jewellery, and Fine Jewellery Consultations for engagement and wedding pieces.

With a deep connection to the Australian landscape and ocean, we are committed to preserving its rare beauty through local manufacturing, conscious production, and philanthropic initiatives.

Please note: only successful candidates will be contacted.