Customer Experience (CX) Specialist

VRAI is one of the fastest growing digital-first direct-to-consumer brands. Modernizing diamond jewelry through exclusive use of sustainably created diamonds, VRAI has innovation, craftsmanship, and sustainability at the core of its products and values. A global business, VRAI has offices in Los Angeles, Shanghai, Copenhagen, and Dubai.

To support our rapid growth and evolution, VRAI is seeking a Customer Experience Specialist to join our growing team. This position will be responsible for ensuring unparalleled customer experience, and prompt problem resolution. The ideal candidate will have a background in direct-to-consumer or start-up environments, would describe themselves as intrinsically motivated, and is excited about helping and building relationships with customers every step of the way. This is a remote position and will require weekend availability.

Responsibilities:

• Assist and respond to customers with a wide variety of needs via phone, chat, text and email
• Retain a high level of knowledge and familiarity with VRAI’s designs, prices, product specifications, policies, warranties and more to communicate quickly and clearly to customers
• Problem-solve seamlessly, autonomously and quickly, while maintaining a composed and caring demeanor
• Be a trusted advisor and assist clients with jewelry selection, diamond education, jewelry care, and company policy (returns, upgrades, resizes, etc.)
• Diligently track and communicate customer issues, concerns and recommendations within the CX platform
• Pay close attention to the details and practice solution-based thinking
• Grow and maintain customer relationships outside of resolving tickets
• Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions
• Manage repairs, returns, shipping investigations and made-to-order tracking
• Embody and articulate VRAI’s brand values within all customer interactions

Requirements:

• Fine jewelry experience required
• E-commerce or retail sales experience required
• Customer service experience via phone required
• Proven ability to close sales in a high-volume environment
• Excellent written and verbal communication skillsTechnologically savvyBachelor’s Degree preferred
• Certified Gemologist from a reputable institution preferred
• Direct to consumer experience a plus
• Must be available weekends
• Possess high emotional intelligence and practice empathy in all situations
• Compassionate, patient and energeticResourceful, self-managed, detail-oriented and quick-thinking
• Solution based thinker
• Willing to go above and beyond for the customer and your team
• Thrive in a fast-paced environment Flexible - this is a start-up and it’s always evolving

#li-remote

To find out more about VRAI check out:

vrai.com

facebook.com/vrai