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COMPLIMENTARY EXPRESS SHIPPING ON ALL ORDERS • WORLDWIDE SHIPPING COMPLIMENTARY EXPRESS SHIPPING ON ALL ORDERS • WORLDWIDE SHIPPING

Communication & Customer Care Specialist

Zen Moissanite is a rapidly growing female-founded fine jewelry company specializing in customized engagement rings and fine jewelry. We are seeking a Communications & Customer Care Specialist to become an integral part of our team. Previous experience in communications and clienteling is required. The ideal candidate has the ability to innovate,  multi-task and stay organized in a fast-paced environment.

This is a full time, remote role. Hours of employment are flexible but must include one weekend day (Saturday or Sunday) coverage. Pay is commensurate with experience. Benefits available to full-time employees include an employee discount, paid vacation & paid sick leave. Our Communications & Customer Care Specialist will focus on providing a high level of communications & customer service to ensure client satisfaction at Zen Moissanite.

Responsibilities 

Communication Specialist

  • Lead and execute communication projects for Zen Moissanite
    • Blogs
    • Newsletter
    • Resource projects
    • Marketing campaigns
    • Other online media
    • Etc.
  • Utilize data and customer feedback to analyze customer service trends and recommend communications and/or resources to improve customer experience 

Customer Service Specialist

  • Consistently deliver a remarkable customer service experience by acting as the front line of communication (primarily via email, live chat, and on occasion phone)
  • Work extensively with customers to provide timely solutions including: order follow-up, shipment tracking, order updates, etc.
  • Responsible for improving customer retention by combining service and sales skills with product knowledge to ask customers questions and effectively offer relevant solutions
  • Experience handling multiple programs simultaneously in a fast-paced changing environment
  • Utilize data and customer feedback to analyze customer service trends and recommend revised policies and processes to improve customer experience
  • Proactively look for opportunities to drive sales growth by identifying new leads and hand over leads to appropriate departments  

About You - Knowledge, Skills & Abilities

  • Exceptional written and verbal communication skills required
  • Professional selling skills and exceptional interpersonal skills - understand fundamentals of how to sell and adapts style depending on the client’s demeanor
  • Must be highly organized, proactive and able to multitask in a fast-paced environment
  • Ability to meet deadlines
  • Ability to creatively and effectively problem-solve varying customer requests
  • Continuously adapt as the business evolves and grows
  • Self-starter with proof of a strong work ethic and energetic personality
  • Strong organization skills and dedication to completing tasks and projects in a timely manner
  • Detail-oriented with high level of accuracy 
  • Team player, can-do attitude, no task too small. Willing to jump into other areas of the business to aid when needed
  • Liaise with appropriate departments & save information for future independent use
  • Comfortable using resources to work independently to problem solve/assist customers
  • Collaborate with management to escalate customer issues when necessary to provide most seamless customer experience possible
  • Ability to retain product knowledge/details and grow knowledge as inventory changes/expands

Requirements

  • Experience in customer service
  • Experience in communications is a must
  • Experience in communications at an e-commerce company is a strong asset
  • Knowledge of moissanite & jewelry is a strong asset
  • Bachelor’s Degree preferred
  • Must be proficient in Excel and Mac computers, Office and Google Suite 

Role Details & Compensation

  • Full-time role (remote for now, but may change to part time in store in the future)
  • Office Hours: 9:00 am to 5:00 pm
  • Being able to work one weekend day (either Saturday or Sunday) or half days on both weekend days is an asset.
  • All work equipment will be provided by the employer
  • Cell phone plan covered by employer
  • Paid vacation & sick days


Feel like you're a good fit to join our growing team? Please fill out the application here.