At Neve Jewels Group, we don't just create jewellery—we craft timeless stories of elegance and brilliance.
As a powerhouse in the diamond jewellery industry, we take immense pride in our two exceptional brands: Austen & Blake, the epitome of premium sophistication, and Diamonds Factory, renowned for bringing exquisite yet affordable diamond jewellery to the Australia and New Zealand markets.
Job Requirements
As a Customer Service Advisor, you will deliver exceptional service and personalised support to every customer, reflecting the luxury experience of Austen & Blake and Diamonds Factory.
You will handle customer enquiries with professionalism, care, and attention to detail, ensuring each interaction upholds our brand's high standards.
Your commitment to excellence will help build lasting relationships, drive customer satisfaction, and contribute to the continued growth and success of our business across Australia and New Zealand.
Job Responsibilities
Key Responsibilities
Deliver exceptional customer service across multiple channels, including phone, email, and chat, ensuring every interaction reflects the brand's luxury experience.
Respond promptly and professionally to customer enquiries, orders, and concerns, ensuring accurate and effective resolutions.
Maintain detailed and accurate records of customer interactions, feedback, and service issues to support continuous improvement.
Collaborate with the logistics and operations teams to ensure timely order fulfilment, delivery updates, and after-sales support.
Stay up to date with product knowledge, promotions, and company updates to provide informed, personalised advice to customers.
Identify opportunities to enhance the customer journey and share feedback with relevant teams to improve products and processes.
Skills and Experience
2–3 years' experience in a customer-facing or service-based role, ideally within retail, e-commerce, or luxury goods.
Strong problem-solving and conflict resolution skills, with a focus on delivering positive outcomes for customers.
Excellent written and verbal communication skills, with a professional and polished tone.
Proficiency in CRM platforms (ideally Salesforce) and customer service tools to manage and track customer interactions.
A genuine passion and background in jewellery (e.g. workshop, retail, wholesale), and an understanding of the luxury retail experience.
Ability to work efficiently in a fast-paced, dynamic environment.
Cash rewards through our Employee Referral Scheme for recommending great talent.
Exclusive employee discounts on our luxury products.
Enjoy a paid day off to celebrate your birthday.
Access to Perkbox for shopping discounts, wellbeing rewards, and peer recognition.
Enhanced leave policies with clear processes and supportive frameworks.
Opportunity to partner with a global luxury brand expanding across ANZ.
Continuous learning and development opportunities to support your growth.
More exciting benefits coming soon
We're an equal opportunity employer and value diverse perspectives, so even if you don't meet every requirement, we encourage you to apply.
Shortlisted candidates will complete a 30-minute phone interview, followed by a second-stage interview with the hiring manager.
Our Commitment to Diversity & Inclusion
Neve Jewels Group is an equal opportunity employer.
We are committed to providing a work environment that supports, inspires, and respects all individuals.
We do not discriminate on the basis of gender, race, colour, religion, age, disability, belief, sexual orientation, marital status, or is disadvantaged by conditions or requirements which cannot be shown.
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