Online Jewelry Customer Success Associate for Rare Carat | Remote SA

Job description

At Rare Carat, our number one priority is the customer. We strive to provide the best possible experience to every visitor whether they purchase from us or not. By taking an education based approach, we are able to connect with our customers on a personal level all while helping them choose a diamond and setting.

In just 8 years, Rare Carat has grown to be the number one marketplace for diamonds in the United States and was called the “Secret to buying a diamond” by the New York Times. Rare Carat powers over $100m in annual sales by creating transparency in a historically opaque industry using AI and machine learning.

Rare Carat is looking for a Customer Success Associate who is eager to join our remote orders team. The ideal candidate has experience in, and understands, top notch customer service as well as has a passion to problem solve and ensure high levels of customer satisfaction.

In this role, you will be responsible for monitoring all pending orders as well as any customer related issues that arise among many other responsibilities. The orders team is the backbone of our customer facing teams and ensures things run smoothly and efficiently.

Responsibilities:

• Monitor all orders ensuring timely delivery
• Handle escalated customer issues and effectively come up with solutions to resolve them quickly
• Communicate with manufacturers and vendors daily via email and phone
• Communicate with customers via chat, email and phone
• Process repairs, exchanges, resizes and returns
• Provide shipping support and follow-up

Qualifications: Previous retail sales or customer service experience in fine jewelry required.

Your Education and Experience

• A minimum of 3 years employed at a fine jewelry establishment (required)
• GIA Graduate Gemologist Diploma or similar education (preferred but not required)
• Experienced in jewelry customer service and sales
• Experience with repair intake and custom design
• Experience with appraisals and jewelry insurance claims (preferred but not required)

Your Skills

• Attention to detail is a must – you may have been described in the past as a type A personality
• Math whiz
• Excellent oral and written communication skills
• Strong organizational and problem-solving skills
• Ability to multitask – you don’t need 4 arms, but sometimes it may feel like you do
• Ability to work independently in a very fast-paced environment
• Must be adaptable to change
• Ability to learn and adapt to current technology
• Comfortable learning and using multiple different systems concurrently
• Provide feedback to improve systems and elevate the customer experience
• Strong typing skills
• You enjoy working in a team based environment
• Authorized to work in the US
• Bi-lingual would be awesome, but not required

Location, Hours + equipment needed:

• 100% remote, work from home – you can work from anywhere in the world as long as you have a strong internet connection!
• This is a Full-time position (40 hours/week). Our orders team operates from 9am – midnight EST daily
• We are currently looking to fill an overnight position: 9pm – 6am SAST with Wednesday and Sunday’s off
• The schedule is set and will not change week to week
• You will need a desktop or laptop computer + a strong and reliable internet connection

How to Apply and What to Expect

If you’re interested in becoming part of one of the greatest remote teams in the jewelry industry, apply via LinkedIn or by sending us an email with your resume to careers@rarecarat.com Please no phone calls or chats as we like to leave those lines open for our customers.