Ecommerce Jewelry Client Success Specialist

About the Role

We are looking for a Sales Specialist who understands fine jewelry and e-commerce customer behavior. The role is to engage with leads, build trust, and convert them into successful sales through personalized communication, product knowledge, and customer-first service.

Key Responsibilities

• Lead Conversion : Engage with inbound leads from website, WhatsApp, Instagram, email, and calls;

guide them toward purchase decisions.

Product Consultation : Understand customer needs and recommend the right jewelry pieces (gold, diamonds, customizations, gifting options).

Cart Recovery : Follow up on abandoned carts and incomplete checkouts with offers, BNPL reminders, or urgency-based nudges.

Customer Relationship : Build rapport with customers to encourage repeat purchases and referrals. Upselling & Cross-selling : Recommend matching sets, higher diamond grades, or add-on pieces to increase order value.

CRM Updates : Maintain accurate lead and sales data in the CRM.

Collaboration : Work closely with marketing and operations teams to align promotions and order fulfilment.

Requirements

2–5 years of experience in sales, customer success, or client engagement (preferably jewelry, luxury, or high-ticket e-commerce). Strong knowledge of fine jewelry (diamonds, gold, customizations) and ability to educate customers. Excellent communication skills — both persuasive and empathetic. Proven track record of hitting or exceeding sales targets. Familiarity with CRM tools, WhatsApp Business, and social commerce.

Nice to Have

Background in luxury retail, jewelry boutiques, or high-value product sales. Understanding of Singapore / Malaysia customer preferences. Experience handling BNPL-driven sales and international customers.

KPIs (Success Metrics)

Lead-to-sale conversion rate (%)

Abandoned cart recovery rate

Average Order Value (AOV) uplift via upsell / cross-sell

Monthly sales target achievement

Customer retention from personal follow-ups

You can also send your resume to officeadmin@vairam.co