Luxury Customer Experience Executive
Location: Hatton Garden, London
Company: Abelini Ltd.
Employment Type: Full Time
Essential Requirements (Please read first)
- Proven experience in luxury or premium retail and/or eCommerce customer service
- Excellent communication skills (written and verbal) with a strong sense of brand tone
- Strong sales mindset with confidence in customer consultation and upselling
- Highly organised with exceptional attention to detail
- Ability to multitask and perform under pressure in a fast-paced environment
- Proactive, self-motivated, and able to work independently
- Strong IT skills including accurate and efficient data/keyboard entry
- Flexible to work evenings and weekends when required
Desirable:
- Experience in luxury personal shopping or VIP sales
- Experience supporting customised products or made-to-order services
- Background in jewellery or fashion retail
About Abelini
Abelini Ltd. is a fast-growing online luxury jewellery brand based in Hatton Garden, London. We pride ourselves on craftsmanship, exceptional customer experience, and delivering beautiful, bespoke pieces to our clients.
The Role
This is a hands-on, customer-facing role at the heart of our Customer Experience function. You will take full ownership of customer interactions across multiple channels, ensuring every touchpoint reflects our luxury brand values while driving sales and customer loyalty.
Key Responsibilities
- Deliver exceptional customer service via email, phone, and digital channels
- Manage customer enquiries, orders, and aftersales support end-to-end
- Provide expert consultation to guide customers through jewellery purchases
- Support customised jewellery design requests and liaise with suppliers
- Arrange customer appointments for product viewings
- Process payments and follow up on outstanding transactions
- Manage orders through to completion, ensuring a seamless experience
- Maintain strong customer relationships and deliver high-quality aftercare
- Handle customer feedback, complaints, and repair requests professionally
- Maintain accurate order records, stock information, and reporting
- Contribute to monthly reporting and sales analysis
What We’re Looking For
We’re seeking a confident, customer-focused professional with a passion for luxury retail and delivering exceptional service. You should be comfortable taking ownership, making decisions, and continuously looking for ways to improve the customer experience.
A natural communicator, you’ll be both personable and professional, with the ability to build trust and rapport with high-value clients.
Why Join Abelini
- Be part of a fast-growing luxury eCommerce brand
- Work within an experienced and supportive sales & service team
- Opportunity for career progression based on performance
- Exposure to high-end products and bespoke customer experiences
How to Apply
Please submit your CV and a cover letter outlining your relevant experience.
Only shortlisted candidates will be contacted.
Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Benefits:
- Employee discount
- Store discount
Application question(s):
- Do you have jewellery customer service experience?
Education:
- A-Level or equivalent (preferred)
Experience:
- luxury e-commerce customer Service: 3 years (required)
Language:
Work Location: In person
