Job Description

About Us

Flawless Fine Jewellery is a leading luxury jeweller in Hatton Garden, London, specialising in bespoke engagement rings, fine jewellery, and custom designs. We're known for exceptional craftsmanship and high-touch customer service. We're now seeking a

tech-savvy, Zendesk-proficient Customer Service & Support Representative

to ensure our customers receive fast, accurate, and professional assistance.

Role Overview

You will manage all post-purchase communication, keeping customers updated on their orders, repairs, and resizing requests. You will also categorise all incoming leads into

sales

or

support

within

Zendesk

, create and maintain workflows, and ensure our CRM system operates at peak efficiency.

Key Responsibilities

Respond to customers via live chat, email, and phone. Provide accurate updates on orders in production and after-sales services (repairs, resizing, custom work). Tag and categorise all incoming leads into

Sales

or

Support

within

Zendesk

. Build, refine, and automate

Zendesk workflows

for improved service efficiency. Maintain precise customer records and ticket histories. Collaborate with sales and production teams to ensure customers are kept informed. Resolve escalated cases with professionalism and empathy.

Key Requirements

Key Responsibilities

Respond to customers via live chat, email, and phone. Provide accurate updates on orders in production and after-sales services (repairs, resizing, custom work). Tag and categorise all incoming leads into Sales or Support within Zendesk. Build, refine, and automate Zendesk workflows for improved service efficiency. Maintain precise customer records and ticket histories. Collaborate with sales and production teams to ensure customers are kept informed. Resolve escalated cases with professionalism and empathy. Carry out office administrative tasks including filing paperwork, organising documents, and maintaining records. Assist management with day-to-day operational and administrative support.

Preferred Skills

Experience in luxury goods or high-end retail. Understanding of bespoke jewellery production timelines. Familiarity with sales pipeline and lead management in CRM systems.

Why Join Us?

Competitive salary

25,000 - 40,000

based on experience. Work in London's historic jewellery hub -

Hatton Garden

. Be part of a brand with a strong reputation and loyal clientele. Career progression opportunities in a fast-growing company.

How to Apply:

Apply via Indeed or email your CV and cover letter to

[Insert Email]

with the subject line: Customer Service & Support - London.

If you want, I can also make a

short "hook" version for Indeed search results

that makes Zendesk skills + luxury jewellery stand out and increases the number of clicks you get.

Do you want me to make that high-CTR short version next?

Job Types: Full-time, Permanent

Pay: 25,000.00-40,000.00 per year

Benefits:

Employee discount
Ability to commute/relocate:

London EC1N: reliably commute or plan to relocate before starting work (preferred)
Experience:

bespoke jewellery sales: 1 year (preferred)
Licence/Certification:

Driving License (preferred)
Work Location: In person