Blue Nile is the largest online retailer of certified diamonds, engagement rings and fine jewelry. Our standards are amongst the highest of all jewelers. We provide a superior customer experience, extraordinary value and industry leading product quality and style. We obsess about our customers and are passionate about providing each customer with an amazing experience.

We embrace a culture of adaptability. Our team is nimble, innovative and resourceful and makes an impact on both the business and each individual customer’s personal experience. We value hard-work, flexibility and curiosity. We collaborate to creatively solve problems, constantly improve and implement meaningful changes. Our team celebrates achievements and is inspired by success.

Blue Nile is looking for a passionate and talented Customer Service Lead who will lead a team of Diamond and Jewellery Consultants (DJC’s). Candidates must thrive in a fast-paced metric driven environment. This position manages team member performance to meet department metrics. This position also supports the team by being a resource regarding Blue Nile products, practices, selling techniques, and policies and procedures. Ideal candidates will possess the ability to empower, motivate and inspire each team member to provide world class customer service and to maximise sales. Leads are highly visible, interacting with and coaching staff, in addition to working closely with the CS management team and other departments.

Responsibilities:

Monitor calls to assess individual customer care skills and consultative sales ability.
Manage employee performance, identifying areas for improvement and development.
Conduct regular 1:1 meetings with team members. Exhibit excellent active listening skills to effectively provide both positive and constructive feedback.
Provide leadership and support by answering questions and partnering with DJCs to resolve difficult and complex situations.
Provide second line support to the CS team in managing customer escalations both in the Dublin call centre and worldwide as needed.
Demonstrate excellent knowledge of Blue Nile products, practices, consultative selling techniques, policies and procedures.
Manage call center service levels and costs to successfully meet department metrics.
Actively participate in the scheduling process.
Identify areas of improvement across the department and company and offer innovative solutions.
Model behavior that supports change and continuous improvement in line with the company goals and values.
Display good judgment, accountability, and flexibility.
Identify and provide ad hoc training and instruction for specific situations.
Assist with incoming Customer Service calls when necessary.
Qualifications:

2+ years’ customer service lead/ supervisory experience in a sales environment.
Passionate customer service focus.
Strong verbal and written communication skills.
Positive attitude and high energy level.
Ability to handle confidential matters with discretion.
Ability to communicate information and concepts in a user friendly manner to different skill levels and personalities.
Exceptional analytical, organization and time-management skills.
Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously.
Ability to embrace change.
Proven ability to “think on your feet” and take appropriate actions.
Ability to build meaningful partnerships and communicate effectively with other departments.
Intermediate to advanced Microsoft Office skills.
High degree of professionalism, integrity, and objectivity.
Ability to work flexible work hours, including weekends and public holidays.
Educated to degree level.
Fluent in Chinese and English