• Free next day delivery
  • Free returns
  • Lifetime warranty
Job Title
Customer Service Advisors


VASHI is an ethical, fine-jewellery service built on a simple human truth: something you made means more than something you bought.  Our Co-Creation USP puts customers at the heart of their own product and with access to a rarely seen process, our designers and craftsmen work together with each customer to guide and inspire every VASHI piece. Customers can pull up a chair to customise their design, personalise with an engraving, choose a treasured stone, or design completely from scratch. 

We are now looking for a confident, flexible, and committed Customer Service Advisor to join the team at VASHI. You will be a customer champion and support all aspects of the customer journey ensuring that every customer touchpoint always receives the same level of care and attention. Supporting both online and store customers, you will act as the voice of the customer and have a customer first approach, ensuring a seamless and exceptional experience, every customer, every time.


The opportunity to be part of building both the VASHI brand and culture from the ground up is an extraordinary one that comes with great responsibility. The foundations of a unique business model are well established and there is nothing to stop us from creating something iconic both privately and publicly. Skills and experience are important but even more so is hunger, to be part of the journey and to input into the collective whole. In business, our culture ethos is, passion trumps talent and talent trumps experience - finding the right people with the right attitude putting our customer focus at the forefront of our decisions will bring success to both individuals and our organisation.

Role and Responsibilities

  • Responsible for handling customer queries across multiple contact channels, including managing telephone calls, email, live chat and social media responses
  • Able to investigate and resolve customer complaints quickly and efficiently
  • Supporting customers with their online and store orders as well as any pre- sale/post-sale enquiries about our brand, products and services
  • Liaising effectively with customers and internal teams ensuring customer expectations and satisfaction is maintained in line with company guidelines
  • Communicating with the production team and the workshop to see the progress of work throughout the day and update customers accordingly
  • Controlling the online orders/ invoices/finance applications. Ensuring payment has been made prior to orders going through to the workshop
  • Demonstrating high level of customer service at all times
  • Participate in active learning and knowledge sharing to support us in driving continuous improvement in order improve the customer experience and performance
  • Develop great product knowledge and become a service expert able to act as an Ambassador for the brand
  • Able to work weekends on a rotating shift pattern across a 7-day week
  • Any other adhoc tasks

Skills and experience

  • Passion to provide amazing customer service to all VASHI customers
  • Strong IT skills. Experience working with a contact management/CRM system preferred
  • Accuracy and attention to detail, ensuring all processes and administrative tasks are completed to the highest standard
  • Ability to work in a busy, time pressurised environment whilst effectively managing your own time to complete a varied workload
  • Previous customer service/ retail experience preferably in a luxury environment
  • A problem solver with strong organisational and follow up skills
  • Proactive/ energetic and flexible approach
  • A desire to work in a fast-paced environment
  • Excellent written and verbal English language skills  

Get in touch and send us your CV