Jewellery Customer Experience & Sales Advisor

Diamonds Factory

Birmingham

On-site

GBP 21,000 - 27,000

Full time

14 days+

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Benefits offered by this job

Private Health Insurance

Employee Assistance Programme (EAP)

Job summary

Diamonds Factory, based in the Birmingham Jewellery Quarter, is seeking a Customer Service Advisor with a passion for jewellery and exceptional service. You will support customers across channels, deliver product guidance, and drive a seamless journey from enquiry to purchase and beyond.

We value bilingual candidates and prior jewellery or high-end retail experience. You will thrive in a fast-paced setting, build relationships, and maximise sales while maintaining top standards of service.

Qualifications

Previous experience in a customer service or customer experience role.
Bilingual skills are strongly preferred.
Previous experience within jewellery or high-end retail is preferred.
Strong knowledge of jewellery; knowledge of diamonds would be advantageous.
Experience handling high volumes of calls and emails.
Experience using Salesforce Case Management, Live Chat and Live Telephony.
Ability to work effectively in a fast-paced environment and meet deadlines.

Responsibilities

Influence and increase sales through a one-to-one selling environment.
Build strong relationships by responding to enquiries with exemplary service.
Develop product knowledge and communicate information to maximise sales.
Operate internal systems and process financial transactions, including returns and exchanges.
Provide knowledgeable advice on products, complete sales and negotiate upgrades.
Handle customer service enquiries across multiple channels.
Handle complaints professionally in line with procedures.
Complete administrative tasks accurately and efficiently.
Maintain high standards of customer service and professionalism.