FULL-TIME CUSTOMER SUPPORT CONSULTANT
About Us
Vacier is an international jewelry brand focusing on direct-to-consumer (D2C) jewelry, primarily aimed at men. We sell our minimalist, functional, and stylish jewelry worldwide, shipping from our logistics partners in Europe, the USA, and Australia. Last month, we delivered orders to customers in 90 different countries. In 2024, we launched our first official women's collection and in 2025, we are exploring new opportunities for further expansion with exciting collaborations and sales in new countries.
About The Role
We are currently seeking an enthusiastic and versatile individual with a strong interest in fashion and customer service. As a Customer Support Consultant, you will play an important role in maintaining our brand's reputation for outstanding customer support.
This position is suitable for any level of experience, and ideal for someone with an educational background in fashion, communication, business administration, marketing, linguistics, economy, or similar fields. This engagement requires you to be available full-time with flexibility to visit our office 2-3 times a week.
Some of your responsibilities will include:
- Respond to customer inquiries via omnichannel support and provide assistance with product information, order status updates, and any concerns promptly and professionally.
- Resolve customer complaints with empathy, patience, and a customer-first approach, aiming to achieve complete customer satisfaction.
- Process orders, returns, and exchanges accurately and efficiently, ensuring all required information is recorded.
- Identify customer behavior and advocate for customer success internally.
- Provide regular reporting of the workflow, urgent/complex issues and unique cases independently and on request.
- Maintain up-to-date knowledge of our products, promotions, policies, and procedures to provide accurate and consistent information to customers.
- Keep high discipline, prompt turnaround and attentiveness with the tasks assigned as well as workshops and company updates.
- When applying, please confirm you've read this by adding "Royal Hamster" in the start of the Cover Letter.
You have the following:
- Strong interest in delivering exceptional and prompt customer service.
- Ability to keep calm under pressure, in a fast-paced environment or during multitasking.
- Strong problem-solving skills and the ability to think on your own two feet.
- Capability to recognize and adapt to different communication styles and emotional states.
- High proficiency in written and spoken English, able to carry out clear and unambiguous communication at all times, maintaining a friendly and professional tone, both with customers and the internal team.
- Detail-oriented with a commitment to accuracy in completing any assignment.
- Ability to work independently and as part of a team.
- Sense of aesthetics and adaptability to the brand’s style in communication with customers.
- Highly organized, proactive and conscientious about the personal impact and collaboration with the team.
- At ease with performance reviews and regular productivity reports.
- Positive attitude, open-mindedness, and a willingness to learn.
Please note that this role may require working over the weekends, with two days off taking place during the standard work days Mon-Fri.
Why should you apply?
Vacier is a small but passionate team of around 25 individuals dedicated to innovation and creativity. Joining us means collaborating with talented, humble, and driven colleagues in a supportive environment.
This role will also mean an interesting position at an expanding company that is on an exciting scaling journey. Your role and responsibilities will be expanding with it, which means amazing opportunities for career advancement and professional development. The starting salary will depend on your experience, with plenty of room to grow as we shape the future of modern jewelry design together.