Customer Support Representative (E-Commerce)

About Us

We are a jewellery brand dedicated to delivering high-quality pieces and an exceptional experience to our customers. Our customers aren't just buying products; they are buying gifts, memories, and sentimental items. We need a support representative who understands the importance of that relationship.


The Role

We are looking for a dedicated, sharp, and empathetic Customer Support Representative to join our team. You will be the primary point of contact for our customers, helping them with everything from ring sizing and material questions to shipping updates and returns.

We are not looking for a robot that uses copy-paste templates. We need a problem solver, someone who is caring enough to make the customer feel valued, but smart enough to protect the business and find practical solutions.


What We Are Looking For

Detail-Oriented: Jewellery orders require precision. You need to spot address errors, sizing issues, or special requests instantly.

A Problem Solver: You don’t just say "I don't know." You research, troubleshoot, and find the answer.

Pragmatic: You understand how to balance customer happiness with business policies. You can de-escalate a situation and find a solution that doesn't always involve a full refund.

Articulate Writer: You have excellent grammar and can adjust your tone to be professional, warm, and clear.


Responsibilities

Manage customer inquiries via [Email/Social Media] regarding orders, shipping, and product details.

Manage social media comments.

Assist customers with product knowledge (e.g., sizing, materials, care instructions).

Handle returns and exchange requests efficiently, following company policies while maintaining customer goodwill.

De-escalate situations with frustrated customers regarding shipping delays or defects.


Requirements

- English Proficiency: C1 or C2.
- Experience with Shopify and Helpdesk tools (Gorgias, Zendesk, or Intercom) is a plus.
- Stable Internet: Reliable high-speed internet connection and a backup plan for power outages.


?? HOW TO APPLY (Mandatory Step) ??

We do not review standard resumes without the accompanying questionnaire.

We receive a high volume of applications. To be considered for this role, you must complete a short written questionnaire.

Step 1: Click the link below to access the questionnaire.
Step 2: Complete the 6 scenario-based questions.
Step 3: Submit your application/resume and include your answers (or the link to your answers) in your application.

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Applications submitted without these answers will be automatically rejected.