Customer Service – Phones Associate for Rare Carat | Remote SA

About us:

Launched in 2016 in Forbes as “Kayak” for diamonds, our company has been featured TechCrunch, NPR, USA Today, and CNBC – most recently in the New York Post for selling a record-setting $2.5m diamond online. In just 7 years, Rare Carat (www.rarecarat.com) has grown to be the #1 marketplace for diamonds in the United States, and was called the “Secret to buying a diamond” by the New York Times.

We have grown to over 160 employees, but remain a very flat and close-knit team committed to learning from each other, and having the best idea win.

Phones Associate Job Description

The Phones Associate is responsible for supporting the customer service team in delivering excellent service across all communication channels, including phone, chat, and email. The role involves handling customer inquiries efficiently, resolving issues, and maintaining high levels of customer satisfaction. The Phones Associate will also assist in improving customer service processes to ensure a consistent and exceptional customer experience.

This is a salaried position with varying schedules, including evenings and weekends.

Responsibilities:

• Contact customers promptly in response to Call Requests and Voicemails.
• Provide consistent customer follow-up to ensure effective communication.
• Maintain and adhere to the team’s procedure standards.
• Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Communicate effectively with managers and team leads to share updates or escalations.
• Provide suggestions to streamline and improve current processes.
• Available to work flexible schedules, including evenings and weekends.

Required Skills:

• Strong communication skills across phone, chat, and email.
• Ability to resolve customer service issues in a timely and effective manner.
• Passionate about helping customers make informed decisions and purchases.
• Ability to work towards team goals and personal KPIs, while adhering to customer service standards.
• A proactive, self-motivated attitude with a customer-first approach.
• Strong problem-solving and collaboration skills to work well within a team.

Qualifications:

• GIA Graduate Gemologist Diploma preferred, but not required.
• 1-2 years of experience as a customer service representative, ideally within the jewelry industry.
• Proven track record of success in customer service and satisfaction.
• Enthusiastic about helping customers make the right purchase decisions.
• Able to quickly adapt to new processes and provide feedback for improvement.