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Job Description
Lonité is a Swiss lab-grown diamond memorial jewelry company and, above all, a people business present in various markets worldwide. Our team is seeking a part-time BD & Customer Service Representative based in London. To ensure success as a customer service specialist, you must have expertise that results in excellent customer relationship management and a positive brand image. You will also support and work closely with our Global Head of Customer Service in Switzerland.
- Our primary role is not to be dealers in the diamond trade but to
- provide emotional support.
- Our cremation diamonds and jewelry reunite our clients and their deceased loved ones by keeping them close to our hearts.
- Moved by so many loving stories, our employees are dedicated to providing care and comfort to needy families.
ROLE AND RESPONSIBILITIES
- Engage with customers by providing warm and sincere customer service.
- Customer inquiries are managed from order placement until delivery.
- Responding to customers' queries promptly and effectively via emails, phone calls, and Zoom meetings + office meetings (if a customer requests).
- Identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer service and brand awareness and maintain a positive customer experience.
- Support the logistic circuit development in your region.
- Support the IT, Marketing, and Communication teams and activities to help boost sales and enhance customer experience.
- Attend International Professional Fairs when scheduled to develop B2B opportunities for the company.
- Documenting processes and logging technical issues and customer compliments and complaints.
- Analyze customers' feedback on product ranges and new releases and prepare reports.
- Keeping informed of industry trends and new CRM technologies.
- Other duties assigned by the management.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- A Bachelor's degree in marketing, communications, advertising, business management, or a related field is preferred.
- At least two years as a Customer Service Specialist or a similar Customer support role.
- Extensive experience gathering and interpreting customer experience information.
- Knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office, Google Drive, and any CX or CRM software.
- Exceptional interpersonal skills and a client-centered approach.
- Excellent organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills.
- Able to work on weekends and retail hours.
Salary composition: hourly salary + commission + bonus