Client Advisor

Location: Cologne, North Rhine-Westphalia, Germany | Experience: Junior / Early Mid Level (1–2 years)

About the Company

Neve Jewels Group is a UK-headquartered, digital-first jewellery company redefining modern luxury through made-to-order design, ethical craftsmanship, and global e-commerce. Its portfolio includes Diamonds Factory, Austen & Blake, and Sacet. The Group offers high-quality diamonds, unique gemstones, and luxury jewellery, with a particular focus on engagement rings that make important life moments unforgettable. Customer care is central to the business, supported by around-the-clock human assistance and a strong focus on exceptional satisfaction. The company is growing internationally and building trusted, memorable jewellery experiences for customers across global markets. Its values are reflected in every interaction: celebrating meaningful moments, putting customers first, earning trust and respect, innovating through experience, and showing empathy for people and the planet. Joining Neve Jewels Group means contributing to a modern luxury brand where craftsmanship, personal service, ethical sourcing, and digital convenience come together to create distinctive customer outcomes.

About the Role

As a part-time Client Advisor, you will own the customer journey at the upcoming Diamonds Factory showroom in Cologne. You will welcome customers into an exclusive lounge environment, lead personalised one-hour consultations, and translate their ideas into bespoke jewellery choices. Through expert product guidance, thoughtful follow-up, and confident consultative selling, you will help customers make meaningful decisions while achieving monthly sales goals. You will manage enquiries and orders accurately through internal CRM systems, maintain high showroom standards, and represent the brand with professionalism and style. Working closely with store colleagues and internal teams, you will help establish Diamonds Factory in Cologne and create a consistent luxury experience that drives trust, conversion, satisfaction, and repeat advocacy.

Key Responsibilities

• Own one-hour lounge consultations by listening carefully to customer needs, guiding bespoke design decisions, and creating confidence throughout the jewellery selection process.
• Deliver an exceptional end-to-end customer experience, from the initial greeting through regular updates, order coordination, and attentive after-sales communication.
• Achieve monthly sales targets through personalised, consultative selling that connects product value to customer aspirations and supports empathetic, confident closing.
• Build deep knowledge of collections, diamonds, gemstones, materials, and craftsmanship so customers receive accurate, credible, and inspiring product guidance.
• Maintain accurate customer, enquiry, and order information in internal CRM and operational systems, protecting service continuity and enabling reliable follow-up.
• Represent Diamonds Factory as a polished brand ambassador by maintaining showroom presentation, supporting visual merchandising, and keeping the customer environment welcoming and organised.
• Collaborate with colleagues and internal departments to resolve issues, improve customer outcomes, and occasionally support other stores in the region when required.
• Provide reliable weekend and peak-period coverage, protecting service levels and sales performance during the moments of highest customer demand.

Essential Skills & Technologies

• Proven 1–2 years of premium or luxury retail experience with sales success, strong customer orientation, and the confidence to guide high-consideration purchases.
• Excellent German and English communication skills, with the ability to conduct polished phone, video, and in-person consultations for diverse customer needs.
• Strong consultative selling, active listening, and closing skills, balanced with empathy, discretion, and a professional approach to emotionally significant purchases.
• Working knowledge of CRM or order-management systems, with the accuracy and learning agility needed to manage enquiries, customer records, and bespoke orders.
• Genuine interest in jewellery, gemology, luxury products, style, materials, and craftsmanship; relevant education such as GIA or JAA is an advantage.
• High attention to detail across customer communication, product presentation, showroom standards, and follow-through from consultation to after-sales service.
• Proactive, solution-oriented problem solving with the independence to learn new systems quickly, address issues, and go beyond core responsibilities.
• Professional presence, stylish presentation, teamwork, and willingness to support regional stores, weekends, and peak sales periods as business needs require.

Additional Plus

• Jewellery, gemology, or luxury-product qualifications such as GIA or JAA would strengthen your ability to build trust through specialist product expertise.
• Experience selling bespoke, made-to-order, engagement, or other high-value products would help you connect personal customer stories with considered purchase decisions.
• Previous showroom, lounge, appointment-led, or omnichannel consultation experience would support a seamless journey across phone, video, and in-person interactions.

What You'll Bring

• You bring proven success in premium or luxury retail and understand how to turn attentive consultation into confident, personalised buying decisions without compromising trust or service quality.
• You communicate fluently in German and English across phone, video, and face-to-face settings, adapting your approach to customer emotions, expectations, and levels of product knowledge.
• You bring curiosity for jewellery, gemstones, design, materials, and craftsmanship, alongside the discipline to master collections, systems, processes, and product details quickly.
• You take ownership of outcomes, from accurate CRM records and timely customer updates to sales targets, showroom standards, and thoughtful after-sales support.
• You are stylish, well-groomed, detail-focused, and naturally customer-centric, with the maturity to represent a luxury brand during important and often deeply personal life moments.
• You work positively with colleagues and internal teams, solve problems independently, and contribute beyond your immediate responsibilities when the customer or store requires it.
• You are dependable during weekends and peak sales periods and willing to occasionally support other stores in the region to protect a consistent customer experience.

Why Join Us

• Help establish Diamonds Factory in Cologne and shape the customer experience of a growing global luxury jewellery brand at an important stage of its European expansion.
• Turn meaningful customer stories into bespoke jewellery experiences, combining human consultation, ethical craftsmanship, high-quality materials, and digital-first convenience.
• Work in a culture that celebrates life’s moments, puts customers first, earns trust through respect, and values innovation, empathy, and sustainable choices.
• Build expertise through ongoing learning and development while working alongside colleagues who care about service quality, product excellence, and memorable customer outcomes.

What We Offer

• Competitive compensation for a part-time schedule of 24–30 hours per week, alongside an opportunity to contribute to a growing luxury retail brand in Cologne.
• One additional paid day off on your birthday, plus Perkbox access covering shopping discounts, wellness benefits, and employee recognition.
• Clear extended-leave processes, ongoing learning and development opportunities, and career growth within a global luxury jewellery business expanding across Europe.
• Additional benefits are planned as the organisation continues to grow and strengthen its employee offering.