Job Description

Location: Avalon, Sydney NSW
n Type: Full-Time | Monday - Friday

n

Who We Are

n

Natalie Marie Jewellery was born in 2012 from a passion for the craft. At the core of what we do is a dedication to traditional, superior craftsmanship; a focus on sustainability and superior materials; and a commitment to our own unique style.

n

We believe that jewellery is both art and an investment and as such, take pride in every piece we create at NMJ. We make each piece to order – a conscious decision that allows us to minimise our footprint on the environment and gives us the opportunity to connect with clients on a deeply personal level. Our clients, our team; and the part that we have to play in their story, is at the heart of everything we do.

n

Your Purpose

n

As a Customer Service Specialist, you are the voice and heart of NMJ. You are responsible for overseeing the end-to-end customer experience, ensuring every interaction reflects our values of care, craftsmanship, and connection.
n This role is both strategic and hands-on, requiring you to manage communications across all customer touchpoints, lead after-sales service, and ensure our clients feel supported, informed, and valued throughout their journey with NMJ.

n

Who You Are

n

n
- A natural communicator who delivers warm, clear, and professional service across all channels.
n
- A thoughtful problem solver who can manage escalations with grace and professionalism.
n
- Organised, detail-oriented, and thrives in a dynamic environment.
n
- Passionate about customer relationships and committed to creating a seamless, memorable experience for each client.
n




- A team player with the ability to lead, guide, and collaborate cross-functionally.
n

n

Key Responsibilities

n

Customer Experience & Support

n

n
- Champion the NMJ brand by educating clients on our philosophy, services, and products across all stages of the client journey.
n
- Manage general enquiries, customisation requests, and client communications with care and efficiency.
n
- Be proactive in client communication—update clients before they need to follow up.
n
- Maintain our 12-hour response standard for inbound communications.
n
- Liaise with Production to ensure feasibility and accuracy of customisation requests.
n
- Gather client insights and feedback to support continuous improvement in products and services.
n
- Qualify and respond to bespoke leads and appointment requests, ensuring appropriate qualification and handover.
n
- Monitor and manage shared email inboxes coordinating and delegating incoming messages to the appropriate team members to ensure timely and accurate responses, in line with manager direction.
n
- Carry out general administrative tasks as needed, adapting to new processes or systems as they are introduced within the business.
n
- Remain readily available to engage with customers through multiple communication channels,



including phone calls and live chat, delivering qualified and efficient support.
n
- Provide assistance to the Dispatch during busy periods or as needed, ensuring smooth order processing and delivery timelines.
n
- Offer support to the Showroom team when required, contributing to a seamless customer experience both in-store and online.
n
- Manage repair, resize, and return enquiries with empathy and efficiency, aligning each request with the correct production journey.
n
- Collaborate with the production team on repair solutions, pricing and prioritisation.
n
- Ensure seamless client communication and satisfaction throughout after-sales processes.
n
- Handle escalated enquiries across all service categories (bespoke, online, repairs) with professionalism and care.
n
- Re-engage with past clients as needed to enhance their long-term experience with NMJ.
n
- Provide fortnightly updates to the Customer Service Manager on trends, challenges, efficiencies, and customer feedback.
n

n

The Experience You Ideally Have

n

n
- 1–2+ years' experience in a customer-facing role.
n
- 1+ years' experience with Shopify, Office 365, CRM systems (Hubspot, Gorgias, or similar), Operational platforms (Airtable or similar.).
n
- Strong written and verbal communication skills.
n
- Calm, adaptable and proactive in high-pressure or peak periods.
n
- Empathetic, solutions-focused, and motivated by excellence in service.
n
- Comfortable working autonomously and collaboratively.
n
- A genuine passion for storytelling, craftsmanship, and personalised service.
n

n

#J-18808-Ljbffr

📌 Customer Service Specialist (New South Wales)
🏢 NATALIE MARIE JEWELLERY PTY
📍 New South Wales