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Diamond & Gemstone Specialist

Taylor & Hart
Home Based

Apply Now

Job Details

Permanent | Full-time

Full Job Description

Contract type

Permanent/Full time

Location

Remote, based in SA

Salary

Salary dependant on experience

Job posted

04/06/2026

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings, with showrooms in both London and New York. We offer customers around the world the opportunity to create a high-quality engagement and wedding ring or jewellery piece through a seamless process – facilitated by our consultants in our showrooms and via online communication channels. The Diamond & Gemstone Sales Specialist is a brand ambassador, understands the company’s core values and business model and is able to convey those to our customers, leaving them understanding what Taylor & Hart stands for. A positive attitude and enthusiasm are shown through phone calls and written communications. Through highly efficient, responsive and proactive communication with prospective customers, the successful candidate will understand and qualify the needs of the lead. For the business, this means maintaining a high conversion rate of leads that convert into sales by offering quick, friendly, confident and professional responses to enquiries. Taylor & Hart’s Diamond & Gemstone Specialists have a passion for helping others and for excellence. They are proactive in working collaboratively to assist their colleagues and their customers. They are passionate about the customer experience and use their people skills to ensure all customers have the best possible experience leading to positive reviews and referrals.

Main Responsibilities

Provide customers with the knowledge they need to choose a great diamond/gemstone and ring and enable them to make an informed purchase
Deliver sales efficiently
Create quotes for customer at a fast pace
Ensure live chat, whatsapp and phone calls are monitored, and responses are quick, friendly, professional and helpful
Contact and qualify new bookings in advance of their visit to our showroom.
Advise prospective customers on the brand, products, and shopping experience they can expect from T&H
Qualify prospective customers and assist in booking them in or passing along details of their enquiry for a consultant to take over the communication and provide them with a quote.
Add and organise leads within our CRM
Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads
Respond to all new customer enquiries as quickly as possible and mostly within one working day
Assist customers who have already completed a purchase with any aftersales requirements or information or introduce them to customer care ambassadors
Provide quick, honest advice and confident and clear responses
Continuously contribute ideas on how T&H’s service, process and systems can be improved
Develop an in-depth knowledge of our products & the brand and convey this with pride & enthusiasm to customers
Build a strong internal network in order to efficiently communicate and coordinate with other functions, such as Production, Procurement, Fulfilment, Sales, Tech and Marketing.
Quickly gain the trust of colleagues, by completing tasks at a quick pace and good quality.
Keep our systems updated accurately
Record issues and work with other teams to improve customer experience in the future
Leave customers with the feeling they got the best service they have ever received

What we are looking for:

Good knowledge of diamonds, gemstones and jewellery in general
Previous experience in a customer facing function in the jewellery industry
A positive attitude that can adapt and thrive in changing circumstances
Ability to handle high volumes of clients
Tech savvy
Target motivated
Attention to detail
A responsible and reliable approach to work
A passion for continuous learning and improvement
The ability to control a conversation while making the other side feel special and catered for

Responsible and reliable personality

An “All-hands-on-deck” attitude when needed
Previous experience in a customer facing function
Great written and verbal skills when communicating to clients
Excellent people skills and compassion
Calmness under pressure
A true team player
A positive way of looking at challenges to ensure all customers leave happy
Confidence in decision making
Good command of the English language

Key Success Metrics

Conversion of new leads to engaged customers
Sales per month
NPS
Response times

Apply Now

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What we are looking for:

Responsible and reliable personality

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