After Sales Concierge

After Sales Concierge

Location: New York, NY (ONSITE)

Job Type: Full-time

Salary: Starting $65,000/yr

About Us:

Effy Jewelry is a family-owned and operated business that has been crafting exquisite jewelry for over four decades. Founded by Effy Hematian, the brand has become synonymous with innovative design, superior craftsmanship, and unparalleled quality.

With a focus on innovation and creativity, Effy Jewelry has become a global leader in the fine jewelry industry. Its pieces can be found in major retailers and department stores worldwide, as well as being a leading Fine Jewelry name in the Maritime & Cruise industry with over 150 land-based and cruise ship-based stores.

Position Overview:

We are seeking an experienced and highly motivated After-Sales Concierge to join our team. This role requires a background in sales, a passion for customer satisfaction, and the ability to work effectively in a team environment. The ideal candidate will be adept at managing client expectations, solving issues proactively, and supporting the team with post-sales service.

Key Responsibilities:

• Provide exceptional after-sales support to customers, ensuring a seamless transition from the sales process to post-sale service. Address any customer inquiries, product concerns, or service issues promptly and professionally.
• Take ownership of customer issues, resolve problems efficiently, and follow through to ensure complete satisfaction. Act as a liaison between clients and internal teams to address concerns and manage expectations.
• Work closely with sales, operations, and customer service teams to ensure all aspects of the client’s journey are handled smoothly and efficiently. Ensure that all promises made during the sales process are fulfilled to the highest standard.
• Develop and maintain strong, long-term relationships with clients. Conduct regular check-ins to ensure satisfaction, anticipate needs, and identify opportunities for upselling or cross-selling additional services or products.
• Gather and document customer feedback and insights to share with relevant departments. Use customer feedback to improve processes, refine the sales process, and identify potential service enhancements.
• Provide customers with detailed information and guidance on how to maximize the use and benefits of their purchased products or services. This may include conducting follow-up training, providing resources, and offering ongoing support.
• Identify and suggest improvements to the after-sales process, ensuring efficiency and outstanding customer experience. Proactively contribute ideas to enhance team workflows and customer satisfaction.
• Monitor client accounts and follow up on any outstanding issues, ensuring timely resolution. Ensure all customer records are accurate and up to date in the CRM system.
• Take direction from the leadership team, supporting colleagues in meeting overall goals. Share knowledge and best practices to enhance the performance of the team and ensure consistent service delivery across the board.
• Track client interactions and resolve issues in a timely manner. Maintain performance metrics, monitor client satisfaction, and contribute to team goals by meeting key performance indicators (KPIs).
• Handle escalated issues with care, ensuring that complex or high-priority matters are resolved to the client’s satisfaction while keeping the team informed and involved when needed.

Qualifications:

• 5-10 years of sales experience, preferably in a customer-focused or post-sales role.
• Strong communication and interpersonal skills with a keen ability to engage with clients and understand their needs.
• Proven experience working effectively in a team-based environment.
• Ability to take direction, learn quickly, and adapt to changing situations.
• Strong problem-solving skills and the ability to manage multiple priorities.
• Knowledge of [specific tools/software if applicable] and CRM systems.
• Highly organized and detail-oriented with a customer-first mindset.

Effy Jewelry is committed to diversity in its workplace and is proud to offer equal employment opportunities to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other legally protected characteristic in the location in which the candidate is applying. Effy Jewelry applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.