About the position:
The Client Care Consultant is responsible for delivering seamless post-purchase support, ensuring every after-sales interaction, from ring resizings and repairs, to drop-offs and pick-ups, reflects our commitment to exceptional service.
Sitting at the frontline of client care, this role manages client communications, provides expert guidance on product care and modifications, and coordinates carefully with our workroom team. If you excel at clear communication, detailed record-keeping, and delivering genuine warmth and reassurance, this role offers an exciting opportunity to thrive in a high-growth brand.
Hours: Full-time, Permanent (Tuesday–Friday 9:00 AM–5:00 PM | Saturday 8:00 AM–4:00 PM)
Key responsibilities include:
- Manage client drop-off and pick-up appointments, verify payment and identification prior to item release, and keep accurate records across all after-care requests.
- Conduct thorough physical inspections of client pieces, take clear photography, record precise workroom instructions, and advise clients on necessary servicing, such as polishing.
- Act as an expert resource for clients regarding resizing, repairs, and design modifications (e.g., metal color changes), proactively updating them on timelines and shipping details.
- Serve as an internal point of contact for staff inquiries regarding after-sales procedures, ensuring smooth communication flows between the showroom, workroom, and client.
- Track order updates and workflow statuses accurately within internal systems, flagging recurring friction points or miscommunications with the Client Care Manager to refine team processes.
What we are seeking:
- Proven experience in a client service or after-sales role, ideally within fine jewellery, luxury goods, or premium retail.
- Working knowledge of after-sales services, such as ring resizing, repairs, polishing, and product modifications.
- Strong written and verbal communication skills with a clear, empathetic, and client-first orientation.
- Exceptional organisational skills and high attention to detail when logging records, taking inspection notes, and tracking orders.
- Solid computer literacy with proficiency using email platforms and CRM or client management systems.
- Ability to work autonomously with high standards while contributing collaboratively to the broader team effort.
- Availability to work full-time Tuesday to Saturday (Tues–Fri 9:00 AM–5:00 PM, Sat 8:00 AM–4:00 PM).
What we offer:
- Develop specialised, high-end fine jewellery knowledge while working alongside skilled jewellers, workshop teams, and client care experts.
- Enjoy a supportive team culture in our modern Kew office, complete with convenient parking options.
- Generous staff discounts on our fine jewellery, plus a 20% discount for your friends and family.
- An extra week of paid leave every year to support a charity close to your heart.
- Sponsorship of a child in need via Baptist World Aid for every full-time team member who joins our family.
About us:
Founded by Jordan Cullen in 2018, Cullen Jewellery is an Australian fine jewellery brand grounded in intention, care, and considered design.
As a digital-first brand, we bring together traditional craftsmanship and modern technology to create pieces designed to endure – in both form and feeling.
From carbon neutral lab-grown diamonds to responsible material choices and global replanting initiatives, every detail reflects Cullen’s long-term perspective.