Client Care Consultant

About the Company

Founded by Jordan Cullen in 2018, Cullen Jewellery is an Australian fine jewellery brand grounded in intention, care, and considered design. As a digital-first brand, we bring together traditional craftsmanship and modern technology to create pieces designed to endure. From carbon neutral lab-grown diamonds to responsible material choices, every detail reflects our long-term perspective.

Responsibilities

• Resolve client concerns regarding service timelines, shipping details, and request statuses.
• Manage the aftersales submissions process and follow established procedures for all aftercare requests.
• Oversee the aftersales process for drop-off and pick-up services.
• Provide expert knowledge to clients regarding resizing, repairs, and future modifications such as metal color changes.
• Perform jewellery condition inspections, including photography and recording detailed job instructions.
• Manage the ring pick-up procedure, including ID verification and payment processing.

Requirements

• Proven experience in a customer service or aftersales role, ideally within premium jewellery or retail.
• Strong knowledge of aftersales processes, including resizing, repairs, and product modifications.
• Excellent written and verbal communication skills with a client-centric approach.
• Ability to remain comfortable and professional when resolving client issues.
• Strong organizational skills with high attention to detail for tracking orders and services.

Benefits

• Competitive remuneration package.
• Beautiful office location in the heart of Kew.
• Supportive and collaborative work environment.
• Employee Assistance Program for you and your family.
• Generous staff, family, and friend discounts.
• Team events and wellbeing initiatives.
• Paid volunteer leave and sponsorship of a child in South East Asia/Africa.
• Opportunities for career growth within a global company.