Job Description

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.

About the position:

We're excited to grow our Client Care team, with this consultant role playing a pivotal role in shaping our clients' post-purchase journey. You’ll be the trusted expert guiding clients through resizing, repairs, and custom modifications, while ensuring every interaction reflects our premium service standards. From managing aftersales logistics to supporting meaningful moments like ring pickups, you’ll blend operational excellence with a deep sense of empathy and detail.

This is a full-time role which would be working the following roster:

• Tuesday 9am-5pm
• Wednesday 10am-6pm
• Thursday 11am-7pm
• Friday 11am-7pm
• Saturday 8am-4pm
  
  

Key Responsibilities include:

• Resolve any client concerns about service timelines, shipping details, and the status of their requests
• Manage the aftersales submissions process, following established procedures to ensure smooth processing of all aftercare requests.

• Manage the aftersales process for drop-off and pick-up services
• Provide expert product and aftersales knowledge to clients, addressing all inquiries related to resizing, repairs, and future modifications (e.g., metal colour changes).
• Perform jewellery condition inspection, including taking photographs, recording job instructions, and advise clients prior if additional polish is required for the condition of the item before sending it into the workroom.
• Manage the procedure for picking up rings, ensuring physical ID is checked prior and payment is fully made before releasing the item; update pick-up status and email client when a ring is picked up/paid in the appointment.

What are we seeking?

• Proven experience in a customer service or aftersales role, ideally within the premium jewellery or retail industry.
• Comfortable working with clients you may be experiencing issues for

● Strong knowledge of aftersales processes, including resizing, repairs, and product modifications.

● Excellent communication skills, both written and verbal, with a client-centric approach.

● Ability to manage multiple tasks simultaneously while maintaining attention to detail.

● Strong organisational skills and the ability to record and track client orders and aftersales services accurately.

What we offer:

In addition to a competitive remuneration package, and the ability to work in a beautiful office location in the heart of Kew, we offer all our team members with a range of benefits including:

• A supportive and collaborative work environment;
• An Employee Assistance Program for you and a family member to utilise;
• Generous staff and family / friend discounts;
• Team events and initiatives included as part of our wellbeing program;
• Paid volunteer leave, and sponsorship of a child in South East Asia/Africa under your name;
• The opportunity to join a growing company with a global presence - you really can take your career anywhere!

If this full-time opportunity sounds like your next challenge, complete your application by clicking on the apply now button and we will be in touch.

Agencies, thanks for thinking of us - but we have this one covered!