CUSTOMER SERVICE AND COMMUNITY COORDINATOR

SARAH & SEBASTIAN is an independent fine jewelry practice by Sarah Munro and Robert Sebastian Grynkofki, designers who live and work in Sydney, Australia. In pursuit of conceptual design fused with innovative craftsmanship, they established their eponymous label in 2012 and today work alongside a diverse team of multidisciplinary talents.

The SARAH & SEBASTIAN workshop teems with activity; a sunny warehouse with the soundtrack of jewelers at work. Our stores are elegant spaces, designed by Australia’s leading architects to reflect our unique brand vision. We are a tight-knit team that actively pursues creativity and innovation, rebelling against the conventions that define traditional jewelry. Our people are at the heart of everything we do, with diverse backgrounds, ideas and experiences, all driven by our shared vision. As a young, high-growth company, we are nimble in our approach and believe that collaboration should be encouraged and opportunities seized.

THE OPPORTUNITY

Reporting directly to the Customer Service and Community Manager, the role of the Customer Service and Community Coordinator is to ensure that a consistent high level of customer service is delivered across all platforms. with a trademark tone of voice.

The role is responsible for assisting customers on all social platforms including but not limited to; Instagram, online chat, Facebook, as well as respond to all emails and phone inquiries from CS in a timely manner. The successful candidate must have the ability to multi-task in a fast-paced environment and demonstrate initiative in prioritizing tasks at hand.

RESPONSIBILITIES

  • Respond to all emails, phone calls, online chat, Instagram messages/requests in a timely manner
  • Brand alignment with correct tone of voice
  • Liaise on all customer communications with Customer Service and Community Manager as needed
  • Ensure overdue/delayed orders are communicated to customers
  • Develop long-term relationships with clients
  • Virtual assistance appointment
  • Sales conversion via live chat
  • Analyze customer requests to optimize sales conversions
  • Engage with customers on all social platforms
  • Respond to all Instagram direct messages in a timely manner during working hours
  • Engage with customer feedback / respond to inquiries on Instagram posts
  • Respond to all online chat customers in a timely manner
  • Respond to all customer inquiries by phone and email
  • Work alongside the CS team to ensure all customers receive the highest level of customer service
  • Work closely with the dispatch team to stay up to date with customer orders/repairs/returns

This is a rare opportunity to join the growing team at SARAH & SEBASTIAN, help build an Australian brand and be rewarded with generous pay, a multi-faceted role and a culture of caring. enviable team, while enjoying a healthy work-life balance.

GET IN TOUCH

To be considered for this opportunity, please email [email protected] with your resume, a bit about yourself, and what made you apply for this position.

This is a full-time Monday to Friday position, based at SARAH & SEBASTIAN’s studio in Alexandria, Sydney.

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