Customer Experience & Sales Specialist

Diamonds International; Florida; On-site; USD 32,000 - 42,000; Full time

Job summary

Diamonds International is seeking a customer service professional to handle high-volume phone calls, generate sales leads, and identify opportunities during the service process. You will assess customer needs, build trusting relationships, and provide accurate information via email and phone.

The role emphasizes empathy, record-keeping in Salesforce, and meeting KPI targets while delivering exceptional luxury-goods experiences to clients in a fast-moving setting.

Qualifications

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling and active listening skills.
• Familiarity with CRM systems and best practices.
• Customer orientation and ability to adapt/respond to different types of situations.
• Independent thinker and strategic agility.
• Ability to multi-task, prioritize, and manage time effectively.
• Fluent in English, both written and oral.
• Experience in luxury goods and/or jewelry is preferred.

Responsibilities

• Be confident and comfortable communicating over the phone and handling a high volume of phone calls daily
• Generate sales leads and identify sales opportunities during the customer service process
• Identify and assess customers’ needs to achieve high-level customer experience/satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools including email and phone
• Meet personal/customer service team KPI targets
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep excellent records of customer interactions, process customer accounts, and file documents via Salesforce
• Take the extra mile to engage customers and lead with empathy

Skills

Phone handling

Active listening

CRM proficiency

Customer orientation

Empathy

Time management

Multitasking

English fluency

Tools

Salesforce

Job description

Diamonds International is seeking a customer service professional to handle high-volume phone calls, generate sales leads, and identify opportunities during the service process. You will assess customer needs, build trusting relationships, and provide accurate information via email and phone.

The role emphasizes empathy, record-keeping in Salesforce, and meeting KPI targets while delivering exceptional luxury-goods experiences to clients in a fast-moving setting.