Online Jewellery Sales & Customer Experience Specialist

About the role

We are seeking an Online Jewellery Sales & Customer Experience Specialist to own the end‑to‑end online sales journey for our high‑value jewellery portfolio. You will engage prospects across multiple digital channels, provide expert advice, prepare quotes and close sales while delivering exceptional after‑sales care.

Key responsibilities

• Manage incoming online enquiries via live chat, phone, email, SMS and social media.
• Conduct consultative selling, recommend GIA‑certified diamonds, custom designs and close high‑value transactions.
• Oversee the full customer journey from quotation through payment, delivery and post‑sale support.
• Coordinate order processing, dispatch, tracking and resolve shipping queries.
• Track and report on response times, conversion rates, lead sources and sales performance.
• Identify and implement improvements to workflows, templates, automations and reporting.
• Maintain product and customer data on the e‑commerce platform.
• Support showroom sales staff and collaborate with production, operations and e‑commerce teams.

Required profile

• Proven ability to build trust, handle objections and convert enquiries into sales.
• Strong consultative selling mindset with a passion for jewellery.
• Excellent organisational skills and attention to detail throughout the sales cycle.
• Team‑player who works closely with cross‑functional teams.

Required skills

• Management of online product and customer data.
• Creation and optimisation of tags, macros, workflows and automation scripts.
• Generation of sales and performance reports.

What we offer

• Competitive salary AUD 80,000‑95,000 plus superannuation and performance bonuses.
• Career growth through training, development and future opportunities.
• Opportunity to shape and scale our online sales function.
• Work with Australia’s best‑reviewed jeweller and a supportive team.