Client Experience Assistant

The Role

We are seeking an experienced, dynamic Client Experience Assistant to join our friendly and professional team focussed on Ecommerce and Aftersales service delivery. This is an ideal role for someone with a deep understanding of luxury jewellery and a passion for delivering exceptional client care.

What you will do:

This multifaceted role combines high-touch client service with the operational precision of exceptional e-commerce service delivery. You’ll be the frontline voice of our brand with an expert knowledge of our jewellery, ensuring each client interaction is handled with service excellence, empathy and efficiency, while also supporting the logistics to ensure our clients’ orders arrive beautifully and on time.

Key Responsibilities

Client Communication & Sales Conversion:

• Partner with e-commerce, merchandising, marketing, and retail teams to provide a cohesive brand experience.
• Manage client communications across multiple platforms, including Zendesk, WhatsApp, social media and phone.
• Respond to all client messages within agreed SLA’s, and live chats in real time, ensuring brand-aligned and helpful interactions.
• Give thoughtful guidance on collections, services, gifting and styling to enhance the client experience.
• Address client concerns and complaints with professionalism and empathy, aiming to turn challenges into positive experiences and outcomes
• Identify and pursue upselling and conversion opportunities through excellent client service, follow-up calls and emails.
• Work with marketing to drive proactive client outreach campaigns.

Order Fulfilment:

• Work collaboratively with the fulfilment specialist to ensure a seamless end-to-end online order fulfilment process so that all orders are processed within 24 hours.
• Liaise with relevant third-party partners such as couriers, delivery partners and customs. Keep clients informed service status related to personalisation and other services
• Organise domestic and international shipments, handling customs documentation as required.

Product Personalisation & Repairs:

• Oversee product engraving processes, in-house or via external partners.
• Oversee the client repair journey (with support from fulfilment colleagues) from intake to final delivery and ensure clients are kept informed of progress.
• Handle returns with diligence, including quality control, refunds, and restocking.
• Place and track special orders and product alterations working collaboratively with the merchandising team.

Inventory & Operations:

• Ensure accurate inventory records
• Support client retention and loyalty initiatives, including loyalty programme management
• Ensure client data capture accuracy
• Strengthen omni-channel collaboration, aligning online and in-store client experiences.
• Stay informed about digital and industry trends to contribute to broader strategy discussions.

Personal Attributes We Value:

Genuine, Warm, Interested, Appreciation of Style, Humour, Thoughtful, Trustworthy, Responsible, Knowledgeable, Flexible, Enterprising and Inclusive.

What you will bring:

• At least 2 years' experience in a client-facing or fulfilment-related service role
• A warm and empathetic storyteller with a genuine love for engaging with people and delivering exceptional client experiences.
• Passionate about learning and driven by a thirst for knowledge, this individual takes great pride in providing service excellence that brings our brand to life for every client.
• A confident communicator with excellent written and verbal skills.
• Detail-oriented and highly organised, with a proactive approach and a client-obsessed mindset. Comfortable navigating multiple digital tools and platforms, they are tech-savvy and adaptable, thriving in fast-paced, collaborative environments.
• Client-facing or fulfilment-related service role within retail or e-commerce is benficial
• An understanding of customs processes and logistics procedures is beneficial