Summary

Online Customer Sales Associate responds accurately and efficiently to our customer’s needs. You will contribute to improving the overall customer experience online and in-store while assisting the customer with purchases, feedback, and more with good judgment and a sense of urgency. The ideal candidate has excellent communication skills, is passionate about Diamonds Direct and our products, has genuine empathy, and can proudly represent our brand. 

WHAT MAKES YOU A GREAT FIT:

• Experience working with luxury products preferred
• Determine and shift priorities quickly.
• Examine interactions both strategically and tactically.
• 3 Years with a proven track record of working in a customer-facing role
• Excellent organizational skills to manage deadlines, follow-through, customer deliverables and detail-oriented
• A self-starter, self-initiator
• Able to “wear many hats,” remains flexible, stays positive, self-motivated, and resourceful.
• Strong written and verbal communication skills
• Ability to accurately type, respond and utilize software efficiently (Microsoft word, outlook, excel, windows, live chat, etc.)
• Multi-task while being attentive to customers and remaining flexible to the needs of the business
• Work as part of a team to complete tasks and solve problems but is comfortable with taking the initiative independent of direct supervision.

What You Will Do:

• Assist and research issues such as sales, returns, replacements, refunds, delivery status, repairs, back-order inquiries, problem resolution, and any other issues that may arise for online customers.
• Demonstrate strong product knowledge, keeping current on new products, trends, and stock availability. 
• Work as a liaison between customers and store locations. 
• Audit website merchandise and keep up-to-date inventory and alert team on low-stock items
• Testing website functionality when new products are uploaded
• Answer and provide customer information/inquiries via email, live chat, and occasionally phone.
• Research required information using available resources.
• Manage and support customers in sales, product information, service, and care. 
• Organize and report feedback in a concise and constructive manner
• Process and resolve issues according to the procedure and escalate priority issues.
• Assist with the development and maintenance of customer education materials
• Assess customer workflows and assist in improving the customer experience
• Special projects for longer lead/process changes through customer service, marketing, digital, merchandising, and stores. 
• Perform other duties and projects as assigned