Job Description

About Us:

LONITÉ is a Swiss lab-grown diamond memorial jewelry company renowned for being a people-centric business operating in various markets worldwide. Our primary role is to provide emotional support through our cremation diamonds and jewelry, which help reunite our clients with their deceased loved ones, keeping their memories close to the heart. Moved by countless loving stories, our team is dedicated to providing care and comfort to needy families.

Role and Responsibilities:

- Customer Engagement: Provide warm, sincere customer service to engage with and support our clients.

- Customer Inquiry Management: Handle customer inquiries from order placement to delivery, ensuring prompt and effective responses via emails, phone calls, Zoom meetings and in-person meetings.

- Phone Availability: Must be able to answer customer phone calls throughout the week and on weekends. Phone call answer rate is a critical performance metric.

- Customer Needs Identification: Identify and respond to customer needs, ensuring a positive customer experience.

- Logistics support: Be able to provide logistical support to customers and the team by arranging pickups and delivery of packages within New York City. This will include arranging for and sending packages domestically and internationally. 

- Internal Collaboration: Work closely with internal departments to enhance customer service and brand awareness.

- Support Activities: Assist the IT, Marketing, and Communication teams to boost sales and improve customer experience.

- Professional Development: Stay informed of industry trends and new developments in the Market.

- Feedback Analysis: Analyze customer feedback on product ranges and new releases, preparing detailed reports.

- Additional Duties: Perform other tasks as assigned by management if required.

Qualifications and Education Requirements:

- Proven experience in a Customer Service focused role or in a similar position.

- Ability to create meaningful customer relationships through a personalized service approach. 

- Experience in gathering and interpreting customer experience information.

- Knowledge of online customer engagement platforms and channels.

- Proficiency in MS Office, Google Drive, and any CX or CRM software is advantageous.

- Exceptional interpersonal skills with a client-centered approach.

- Excellent organizational and time management skills.

- Superb communication, collaboration, and problem-solving skills.

- Ability to work flexible hours, including weekends and retail hours.

- Experience with providing logistical support domestically and internationally is a plus. 

- A valid drivers license is a plus. 

What We Offer:

- Competitive hourly salary based on experience.

- Performance-based commission and bonus.

- The opportunity to work and collaborate remotely and in person with customers.

- A supportive and empathetic team environment.

How to Apply:

If you are passionate about providing exceptional customer service and are ready to make a meaningful impact, we would love to hear from you. Please submit your resume and a cover letter explaining why you are the perfect fit for this role.

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