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:
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