Online Jewellery Sales & Customer Experience Specialist

Online Jewellery Sales & Customer Experience Specialist - Full Time, On Site

Why Join Us?

• Career Growth: Training, Development, and Future Opportunities
• Own the Online Sales Journey: Manage clients from their first enquiry through to quoting, follow-up, closing and after-sales care.
• Competitive Salary Package: AUD$80,000 – $95,000 + Super + Bonuses – based on experience.
• Australia’s Best-Reviewed Jeweller: 5,500+ 5-star Google Reviews
  

We’re looking for a commercially minded Online Jewellery Sales & Customer Experience Specialist to manage and convert our growing volume of online enquiries.

This is not a traditional customer service role. You will take ownership of online leads across phone, email, live chat, SMS and social media—building relationships, providing expert jewellery advice, preparing quotes and confidently closing high-value sales.

You will also help build the foundations of our online sales function by improving sales and enquiry workflows, follow-up processes, reporting, templates and customer journeys.

About SH Jewellery

SH Jewellery is one of Melbourne’s leading independent jewellers, specialising in 18kt gold and platinum diamond jewellery, engagement rings, custom jewellery and Rolex watches.

With more than 5,500 five-star Google reviews, we are proud to be Australia’s best-reviewed jeweller and have helped more than 20,000 couples celebrate life’s most important milestones.

You will work alongside experienced jewellery professionals while building strong relationships with clients across Australia.

Your Role

• Online Sales & Enquiries – Manage incoming leads across live chat, phone, email, SMS and social media.
• Consultative Selling – Understand client needs, recommend suitable jewellery, GIA-certified diamonds and custom design options, and confidently close high-value sales.
• End-to-End Customer Journey – Take ownership from the initial enquiry through to quoting, follow-up, payment, delivery and after-sales care.
• Clienteling & Follow-Up – Build strong relationships, manage longer-term opportunities and maintain consistent follow-up with prospective and existing clients.
• Orders & Shipping – Coordinate online orders, dispatch, tracking and delivery enquiries to ensure a smooth customer experience.
• Sales Performance & Reporting – Track response times, conversion rates, lead sources, follow-up activity and sales results.
• Process Improvement – Identify opportunities to improve the online sales journey and help build scalable processes and playbooks.
• Tech, Systems & Website Administration – Manage online product and customer data, while improving tags, macros, workflows, automations, templates and reporting.
• Showroom Sales Support – Assist with in-store clients, sales appointments and showroom enquiries when required.
• Team Collaboration – Work closely with e-commerce, showroom, production and operations teams to deliver a seamless customer experience.

What We’re Looking For

• Proven Closing Ability – Able to build trust, handle objections and convert enquiries into sales.
• Jewellery Sales Experience (preferred) – Experience selling fine jewellery, engagement rings, diamonds or other high-value products.
• GIA Diamond Knowledge (preferred) – Comfortable recommending, quoting and selling GIA-certified diamonds.
• Online & Phone Sales Experience – Confident managing and closing clients through phone, email, live chat and digital channels.
• Gorgias (Live Chat) & Technology Skills – Experience with Gorgias or similar platforms, plus confidence using CRM, ecommerce and reporting tools.
• Commercial & Data Awareness – Understands conversion, margins, customer value, follow-up and basic sales performance data.
• Strong Communication – Professional, clear and persuasive across phone, email, live chat and messaging.
• Organised & Accountable – Able to manage multiple leads, quotes, follow-ups and orders while taking ownership from start to finish.
• Collaborative Team Player – Works effectively across sales, marketing, showroom, production and operations.

Why You'll Love Working at SH:

• Competitive Salary & Growth – Attractive remuneration based on experience, plus bonuses and future career opportunities.
• Online Sales Ownership – Manage your own leads, client relationships and sales pipeline.
• Industry Experts: Work alongside seasoned jewellery sales professionals who lead with experience. Learn sought-after skills from Australia’s best-reviewed jeweller with 5500+ 5-star reviews.
• Rare Collection Handling: Work directly with high-value diamond jewellery and gain a deeper understanding of how each piece is crafted.
• Growth Mindset Environment: Be part of a professional, motivated, and supportive team.
• Training & Certification: Access to training and development for certification. We place emphasis on growing and developing our people.
• Staff Discounts: Exclusive discounts on our fine jewellery and Rolex watches.
• Jewellery Care: Access to jewellery cleaning and repairs.
• Create Memories: Help create special, memorable moments in people's lives that they will cherish forever.

Join a company that rewards excellence, celebrates growth, and recognises those who make every client experience unforgettable. If you take pride in creating meaningful moments and delivering luxury with heart, we look forward to meeting you.