Jewelry & Gemology Concierge

Employment Type: Full-Time (Permanent via Employer of Record)

Schedule: Tuesday – Saturday, 12:00 PM – 9:00 PM SAST (40 working hours/week; includes a 1-hour lunch break)

About Calavera New York

Location: Remote (South Africa)

Employment Type: Full-Time (Permanent via Employer of Record)

Compensation: R42,000 per month (Gross)

Schedule: Tuesday – Saturday, 12:00 PM – 9:00 PM SAST (40 working hours/week; includes a 1-hour lunch break)

Calavera New York is a fine jewelry and diamond house dedicated to exceptional craftsmanship, bespoke design, and an elevated client experience. Because purchasing fine jewelry and diamonds is deeply personal, our clients rely on us for expert guidance, transparency, and white-glove service from their very first inquiry to final delivery.

About the Role

We are looking for a polished, knowledgeable individual in South Africa to serve as a trusted voice of Calavera New York. This is not a high volume, scripted call center job this is a high ticket, consultative concierge role blending gemological expertise, bespoke design coordination, and luxury client care.

You will work directly with discerning clients over phone and email to help them evaluate and select diamonds, guide them through custom jewelry builds, and collaborate closely with our international cross functional teams, suppliers, and manufacturers to bring each piece to life.

Priority consideration will be given to candidates with formal qualifications in Gemology (GIA, FGA, DGemG, or equivalent) or Jewelry Design & Manufacturing.

Key Responsibilities

• Diamond Advisory & Evaluation: Consult with clients via phone and email to educate them on the 4Cs, review grading reports, compare stones, and help them select the ideal diamond for their budget and aesthetic.
• Bespoke & Custom Jewelry Concierge: Guide clients step-by-step through the custom jewelry creation process, translating their vision into clear technical briefs, reviewing CAD renders/specs, and advising on settings, metals, and structural durability.
• Manufacturing & Supplier Coordination: Act as the operational bridge between the client and our production partners. Liaise daily with jewelers, manufacturers, and diamond suppliers to confirm stone availability, manage custom production timelines, and ensure strict quality control.
• Order Lifecycle & Status Management: Proactively track orders in production and transit, troubleshoot bottlenecks before they impact the client, and provide timely, reassuring status updates.
• White-Glove Support Execution: Manage incoming client communications across email and voice channels using Shopify and Gorgias, maintaining impeccable response times and a warm, sophisticated brand tone.
• Global Cross-Functional (XFN) Collaboration: Work seamlessly across time zones with our US and international leadership, fulfillment, and manufacturing teams to resolve complex inquiries and elevate the customer journey.

What We're Looking For

• Industry Pedigree (Required): Proven experience in luxury retail, high-ticket concierge support, or fine jewelry/diamond sales and client care.
• Formal Education (Strongly Prioritized): A degree, diploma, or certification in Gemology (e.g., GIA Graduate Gemologist) or Jewelry Design / Manufacturing.
• Technical & E-Commerce Fluency: Hands-on experience with Shopify and Gorgias (or comparable e-commerce and ticketing platforms such as Zendesk, BigCommerce, or Gladly).
• Exceptional Communication: Articulate, empathetic, and poised written and verbal native English communication skills suited for high value clientele.
• Cross-Functional Ownership: Demonstrated ability to work independently in a remote environment while collaborating effectively with international teams, external vendors, and benches.
• Remote Work Readiness: A quiet, dedicated home workspace in South Africa with high-speed fiber internet and reliable backup power (inverter/UPS) to ensure uninterrupted availability during scheduled hours.

Compensation, Schedule & Benefits

• Compensation: R42,000 per month gross salary.
• Official Local Employment: Hired as a full-time, permanent South African employee via our global Employer of Record (EOR) partner, complete with compliant local payroll, statutory benefits, and paid annual leave.
• Schedule: Tuesday through Saturday, 12:00 PM – 9:00 PM SAST (8 paid working hours per day + a 1-hour lunch break), aligned with New York business hours.
• Location: 100% Remote from anywhere in South Africa (preferably Johannesburg or Cape Town).
  

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