Guest Experience Specialist

About Effy Jewelry

Effy Jewelry is a family-owned luxury brand with over four decades of expertise in designing, manufacturing, and retailing fine jewelry. Renowned for its vibrant gemstones, bold artistry, and exceptional craftsmanship, Effy operates globally with collections available in over 150 boutiques, including key land-based locations and cruise ships. The company balances innovation and quality while honoring its private ownership and heritage.

Role Summary

The Guest Experience Specialist plays a vital role in delivering personalized, high-touch luxury client service throughout the customer journey. Acting as a trusted brand advocate, this position ensures all interactions convey Effy's commitments to quality, artistry, and exceptional service.

Key Duties and Responsibilities

• Serve as a central contact for customer interactions via phone, email, voicemail, and special order inquiries.
• Deliver individualized support ensuring a smooth, elevated client experience.
• Handle customer concerns professionally with empathy and focus on solutions.
• Manage specific client requests related to repairs, sizing, authenticity, and purchases, including trunk shows.
• Build strong relationships encouraging customer loyalty and repeat purchases.
• Administer high volumes of customer requests while preserving accuracy and service excellence.
• Oversee repair processes from intake to completion, coordinating packing, shipping, and return logistics.
• Conduct onsite sizing appointments and facilitate repair-related customer pickups.
• Collaborate internally to resolve customer issues promptly and maintain organized tracking of cases and service requests.
• Work cross-functionally with repair teams, retail and sales departments, and head office to guarantee seamless service delivery.
• Provide product guidance and support to retail locations.
• Enhance interdepartmental communications to ensure accurate customer updates and contribute to continuous improvements in customer service processes.

Qualifications

• Between 1 and 3 years’ experience in customer service, client relations, retail, hospitality, or call center roles.
• Excellent English communication skills, both verbal and written.
• Ability to maintain composure and professionalism in high-pressure or sensitive situations while focusing on solutions.
• Highly organized and capable of juggling multiple priorities in a dynamic environment.
• Proficient in Microsoft Excel and Word; familiarity with internal systems is advantageous.
• Strong problem-solving abilities combined with a cooperative and team-oriented approach.
• Bachelor’s degree preferred; equivalent professional experience also considered.
• Experience in luxury jewelry, fashion, or premium retail sectors is a plus.

Growth and Development Opportunities

• Exposure to key company areas, including retail operations, logistics, repairs, merchandising, and customer experience strategy.
• Develop specialist skills in luxury client services, relationship management, and personalized customer engagement.
• Collaborate with cross-functional teams and senior leadership, gaining visibility across the organization.
• Opportunity to lead customer experience initiatives, process optimization, and special projects.

Compensation and Other Details

The hourly wage ranges from $24 to $29 based on experience and qualifications.

This position requires valid U.S. work authorization; visa sponsorship is not provided.

Equal Opportunity Statement

Effy Jewelry is committed to diversity and offers equal employment opportunities to all candidates regardless of age, color, national origin, citizenship status, disability, race, religion, creed, gender identity or expression, sex, sexual orientation, genetic information, marital status, veteran status, or any other legally protected status. Candidates are evaluated solely on their qualifications without regard to disability or accommodation needs.