About us
Founded by Jordan Cullen in 2018, Cullen Jewellery is an ethical fine jewellery brand focused on exceptional human experiences. As a digital-first business, we blend traditional craftsmanship with modern technology, using the best materials to create timeless pieces.
We're committed to the environment, crafting every piece with sustainability in mind. Our lab grown diamonds are 100% carbon neutral, and we invest in replanting landscapes and supporting communities globally.
About the position
At Cullen Jewellery, we believe the client experience doesn't end at purchase, it's just the beginning. In this role you'll be at the heart of our aftersales service, ensuring every client feels genuinely cared for long after they've chosen their piece. From managing service requests and logistics to offering expert advice on repairs and modifications, your role is key to upholding our brand promise of Unreasonable Care.
Key Responsibilities
* Respond to client enquiries, including resizing, remakes, repairs, and service fees, providing accurate and timely information. Escalate complex or sensitive cases to the Client Care Manager as needed.
* Manage aftersales process for pick‑ups/drop‑offs, provide expert advice on product care and modifications.
* Coordinate and manage service requests, including assessing and documenting product conditions, logging information accurately, and liaising with jewellers and relevant teams to ensure timely resolutions.
* Oversee the completion of aftersales jobs and assess them against QC requirements, ensuring product quality meets client expectations. Address any discrepancies and elevate complex cases to the relevant manager as needed.
* Update systems and communicate effectively with clients regarding job statuses, organising shipping or store transfers as required.
* Issue necessary documents such as invoices and appraisals ensuring compliance with relevant policies and procedures.
* Role model punctuality, promptness, and organisation, setting the standard for client interactions and service delivery.
* Ensure an outstanding client experience aligned with Cullen Jewellery's brand promise of Unreasonable Care, fostering positive, clear, and trust‑building communication across emails, phone calls, and other interactions.
What are we seeking
* Roughly 3‑5 years of experience in client service, aftersales or a similar support role, ideally in retail or a luxury environment.
* Excellent communication skills, both written and verbal, with the ability to manage complex client interactions.
* Strong attention to detail with ability to manage multiple tasks and priorities effectively.
* Strong knowledge of aftersales processes, including resizing, repairs, and product modifications.
* A proactive and solution‑oriented mindset with commitment to exceeding client expectations.
What we offer
In addition to a competitive remuneration package, and the ability to work in a beautiful office location in the heart of Kew we offer all our team members with a range of benefits including:
* A supportive and collaborative work environment.
* An Employee Assistance Program for you and a family member to utilise.
* Generous staff and family / friend discounts.
* Team events and initiatives included as part of our wellbeing program.
* Paid volunteer leave, and sponsorship of a child in South East Asia/Africa under your name.
* The opportunity to join a growing company with a global presence - you really can take your career anywhere
If this full‑time opportunity sounds like your next challenge, complete your application by clicking on the apply now button and we will be in touch.
Agencies, thanks for thinking of us - but we have this one covered
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