Sales Rep – Diamond & Gemstone for Taylor & Hart | Remote SA

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our showroom and via online communication channels.

The Role

The Diamond & Gemstone Sales Specialist is a brand ambassador, understands the company’s core values and business model and is able to convey those to our customers, leaving them understanding what Taylor & Hart stands for. A positive attitude and enthusiasm are shown through phone calls and written communications. Through highly efficient, responsive and proactive communication with prospective customers, the successful candidate will understand and qualify the needs of the lead. For the business, this means maintaining a high conversion rate of leads that convert into sales by offering quick, friendly, confident and professional responses to enquiries.

Taylor & Hart’s Diamond & Gemstone Specialists have a passion for helping others and for excellence. They are proactive in working collaboratively to assist their colleagues and their customers. They are passionate about the customer experience and use their people skills to ensure all customers have the best possible experience leading to positive reviews and referrals. This is a remote role based in South Africa working Tuesday – Saturday, 10am-7pm GMT.

Main Responsibilities

• Provide customers with the knowledge they need to choose a great diamond/gemstone and ring and enable them to make an informed purchase
• Deliver sales efficiently
• Ensure live chat, whatsapp and phone calls, are monitored, and responses are quick, friendly, professional and helpful
• Contact and qualify new bookings in advance of their visit to our showroom.
• Advise prospective customers on the brand, products, and shopping experience they can expect from T&H
• Qualify prospective customers and assist in booking them in or passing along details of their enquiry for a consultant to take over the communication and provide them with a quote.
• Add and organise leads within our CRM
• Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads
• Respond to all new customer enquiries as quickly as possible and mostly within one working day
• Assist customers who have already completed a purchase with any aftersales requirements or information or introduce them to customer care ambassadors
• Provide quick, honest advice and confident and clear responses
• Continuously contribute ideas on how T&H’s service, process and systems can be improved
• Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers
• Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Production, Procurement, Fulfilment, Sales, Tech and Marketing.
• Quickly gain the trust of colleagues, by completing tasks at a quick pace and good quality.
• Keep our systems updated accurately
• Record issues and work with other teams to improve customer experience in the future
• Leave customers with the feeling they got the best service they have ever received

What we are looking for:

• Good knowledge of diamonds, gemstones and jewellery in general
• Previous experience in a customer facing function in the jewellery industry
• A positive attitude that can adapt and thrive in changing circumstances
• Attention to detail
• A responsible and reliable personality
• A passion for continuous learning and improvement
• The ability to control a conversation while making the other side feel special and catered for
• Responsible and reliable personality
• An “All-hands-on-deck” attitude when needed
• Previous experience in a customer facing function
• Great written and verbal skills when communicating to clients
• Excellent people skills and compassion
• Calmness under pressure
• A true team player
• A positive way of looking at challenges to ensure all customers leave happy
• Confidence in decision making
• Good command of the English language

Key Success Metrics

• Conversion of new leads to engaged customers
• Sales per month
• NPS
• Response times

To Apply

Please apply by emailing emma@taylorandhart.com with your cover letter, CV using the subject line “D&G Specialist – Remote