ABOUT US

Flawless Fine Jewellery is a leading luxury jeweller in Hatton Garden, London, specialising in bespoke engagement rings, fine jewellery, and custom designs. We’re known for exceptional craftsmanship and high-touch customer service. We’re now seeking a tech-savvy, Zendesk-proficient Customer Service & Support Representative to ensure our customers receive fast, accurate, and professional assistance.

KEY REQUIREMENTS

• Key Responsibilities
• Respond to customers via live chat, email, and phone.
• Provide accurate updates on orders in production and after-sales services (repairs, resizing, custom work).
• Tag and categorise all incoming leads into Sales or Support within Zendesk.
• Build, refine, and automate Zendesk workflows for improved service efficiency.
• Maintain precise customer records and ticket histories.
• Collaborate with sales and production teams to ensure customers are kept informed.
• Resolve escalated cases with professionalism and empathy.
• Carry out office administrative tasks including filing paperwork, organising documents, and maintaining records.
• Assist management with day-to-day operational and administrative support.

PREFERRED SKILLS

• Experience in luxury goods or high-end retail.
• Understanding of bespoke jewellery production timelines.
• Familiarity with sales pipeline and lead management in CRM systems.

ROLE OVERVIEW

You will manage all post-purchase communication, keeping customers updated on their orders, repairs, and resizing requests. You will also categorise all incoming leads into sales or support within Zendesk, create and maintain workflows, and ensure our CRM system operates at peak efficiency.

KEY RESPONSIBILITIES

• Respond to customers via live chat, email, and phone.
• Provide accurate updates on orders in production and after-sales services (repairs, resizing, custom work).
• Tag and categorise all incoming leads into Sales or Support within Zendesk.
• Build, refine, and automate Zendesk workflows for improved service efficiency.
• Maintain precise customer records and ticket histories.
• Collaborate with sales and production teams to ensure customers are kept informed.
• Resolve escalated cases with professionalism and empathy.