Luxury Customer Care Specialist

About the role

Veta Virtual is seeking a Luxury Customer Care Specialist to provide back‑office support for a leading luxury jewelry client. Working entirely remotely, you will be the primary point of contact for high‑net‑worth customers, handling inquiries about repairs, returns, and post‑purchase follow‑ups via chat, email and phone.

Key responsibilities

• Track repair, return and service requests from initial contact through resolution, ensuring accurate records and timely updates.
• Manage the support queue across email, chat and phone while maintaining consistent brand voice.
• Answer basic product questions and route complex issues to specialist teams, following through until closure.
• Maintain detailed client records in the CRM, documenting preferences and next steps.
• Escalate priority matters promptly and administer client surveys to identify recurring issues.
• Identify sales opportunities and forward them to the Sales team without client friction.

Required profile

• 1–3 years of experience serving international high‑net‑worth clients in customer care, hospitality or related fields.
• Native or highly advanced English communication skills.
• Professional, discreet tone and strong organizational habits.
• Availability for a rotating schedule, including one weekend day and key seasonal events.

Required skills

• Proficiency with HubSpot CRM.
• Familiarity with Podium, Shopify or Lightspeed platforms.

What we offer

• Competitive monthly pay.
• 100% remote work environment.
• Opportunity to work in the luxury jewelry sector.