Senior Fine Jewellery Experience Specialist

Jan Logan; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Staff discounts

Birthday time off

Philanthropy day

Team events

Training & development

Job summary

CULTIVER is seeking a Customer Experience Assistant to join our Sydney team. You will focus on delivering outstanding customer care and enhancing the overall experience for customers, Trade, Hospitality and Retail partners in AU and the US.

Key duties include handling inquiries, guiding customers through sales and returns, liaising with 3PL partners, onboarding trade partners, and collaborating with the retail team to maintain a consistent brand experience; you will also produce regular

Qualifications

• Strong verbal and written communication with empathetic customer service.
• Excellent time management and attention to detail.
• Interest in interior design, styling or retail.
• Problem solving and collaborative mindset.
• Experience with Gorgias, Shopify and Cin7 preferred.

Responsibilities

• Respond to all incoming enquiries (email, live chat, phone) in line with brand guidelines.
• Guide customers through sales and returns, answer product and styling questions.
• Liaise with 3PL warehouse partners to action requests and ensure a smooth experience.
• Review, approve and onboard inbound Trade, Hospitality and Retail partner applications.
• Nurture partners by aiding in styling, curating ranges and raising orders as required.
• Work with the retail team to ensure a consistent brand experience.
• Champion the customer experience and produce regular reports on trends.

Skills

Customer service

Communication

Time management

Problem solving

Collaboration

Tools

Gorgias

Shopify

Cin7

Job description

CULTIVER | Customer Experience Assistant

Contract: Full Time

At CULTIVER, our products and experiences bring a touch of understated luxury to the familiar rituals that make up your everyday life. Founded in Sydney in 2012, we are dedicated to sourcing the highest quality materials from around the world in a mindful way, to create timeless pieces for the home.

We are seeking a highly motivated and experienced Customer Experience Assistant to join our team.

In this position, your primary focus will be delivering outstanding customer care and consistently enhancing the overall customer experience with our brand. Your responsibilities will include supporting our Customers and Trade, Hospitality and Retail partners in Australia and the US. You will play a pivotal role in driving customer engagement from the initial discovery stage all the way to post-sale service, ensuring a seamless journey for our customers.

• Respond to all incoming enquiries (email, live chat, phone) in a confident, timely and accurate manner in line with brand guidelines
• Ensure customer satisfaction by guiding customers through the sales and returns process, answering product and styling questions
• Liaise with 3PL warehouse partners across all regions to action customer requests and ensure a smooth and efficient customer experience
• Review, approve and onboard inbound Trade, Hospitality and Retail partner applications in a timely manner, identifying those which provide brand opportunities
• Nurture partners by aiding in styling, curating ranges and raising orders as required
• Work hand-in-hand with the retail team to ensure a consistent brand experience, no matter the customer touchpoint
• Champion the customer experience and produce regular reports to monitor customer service trends and relay information proactively to internal stakeholders

• Strong verbal and written communication skills with a positive and empathetic approach to customer service
• Strong time management skills and attention to detail
• An interest in interior design, styling or retail
• The ability to problem solve, adapt to change, take ownership and have an openness to collaboration.
• Prior experience working with Gorgias, Shopify and Cin7 is preferable

Employee benefits include:

• Training and professional development opportunities
• Hybrid working arrangement: 3 days in office, 2 days from home
• Staff discounts (and one for your friends and family)
• Time off for your birthday
• Annual philanthropy day and team events

CULTIVER believes in treating all people with respect and dignity and recognises that the individuality of each of our employees is a strength, and this diversity is what allows us to thrive. We are committed to equal opportunity.