Customer Experience & Operations Support
CROÍA Jewellery | Dublin | Part-Time
About CROÍA
CROÍA is an Irish jewellery brand built around affordable luxury, statement pieces and creating jewellery that women genuinely love to wear every day.
As we continue to grow across Ireland, the UK and internationally, we’re looking for a highly organised, proactive person to join the team and take ownership of our customer experience and day-to-day operational administration.
This is a hands-on role that sits across customer service, stockist support, invoicing and general business administration.
We’re looking for someone who doesn’t just complete tasks, but takes ownership, spots what needs to be done and makes sure things don’t fall through the cracks.
The Role
As our Customer Experience & Operations Support, you’ll be the main point of contact for our customers and will support the day-to-day administration behind our growing stockist network.
You’ll work closely with the founder and wider CROÍA team, helping to ensure our customers receive an exceptional experience and that the operational side of the business runs smoothly.
The role will suit someone who is extremely organised, commercially aware, confident communicating with people and naturally proactive.
Key Responsibilities
Customer Experience
You’ll take ownership of the day-to-day customer service experience across CROÍA.
- Manage the customer service inbox
- Respond to customer queries promptly and professionally
- Manage returns, exchanges and refunds
- Handle delivery, tracking and missing-order queries
- Manage damaged or faulty product queries
- Resolve customer complaints and issues
- Liaise with our fulfilment centre to resolve order issues
- Follow up with customers to ensure issues are fully resolved
- Escalate more complex or sensitive issues when required
- Identify recurring customer issues and flag opportunities to improve the customer experience
Our goal is for every customer to feel looked after, even when something hasn’t gone to plan.
Stockist & Wholesale Support
You’ll also support the administration and communication across our growing stockist network.
- Manage day-to-day stockist communications
- Respond to stockist queries
- Process wholesale orders
- Send order confirmations and invoices
- Manage stockist onboarding
- Maintain accurate stockist records
- Follow up on reorders
- Coordinate relevant wholesale documentation
- Follow up on outstanding actions
- Build positive relationships with our stockist partners
You’ll become an important point of contact between CROÍA and our stockists, ensuring communication is organised, professional and timely.
Invoicing & Payment Administration
You’ll take responsibility for keeping our invoice and payment administration organised.
- Prepare and send invoices
- Track outstanding invoices
- Follow up on overdue payments
- Maintain accurate payment records
- Flag outstanding or problematic accounts
- Provide relevant information to the accountant when required
- Ensure invoices and supporting documentation are properly organised
- You won’t be responsible for accounting itself, but you’ll make sure the day-to-day administration and chasing is handled.
General Operations & Administration
As a growing business, there will also be a variety of operational tasks that require someone organised and dependable.
These may include:
- Maintaining spreadsheets and internal records
- Updating customer and stockist information
- Organising documents
- Following up on outstanding actions
- Supporting fulfilment-related administration
- Assisting with general business administration
- Researching suppliers, services or operational solutions when required
- Helping to improve internal processes as CROÍA continues to grow
We’re looking for someone who is:
- Highly organised and naturally detail-oriented
- Proactive and able to work independently
- A strong communicator with excellent written English
- Confident communicating with both customers and businesses
- Comfortable taking ownership of problems and finding solutions
- Reliable and able to manage multiple priorities
- Commercially aware and interested in how a growing business operates
- Comfortable using spreadsheets and online systems
- Friendly, professional and personable
- Someone who genuinely cares about delivering a great customer experience
Previous experience in customer service, operations, wholesale, e-commerce or administration would be highly beneficial.
Experience within a retail, fashion, beauty or jewellery business would be a bonus, but isn’t essential.
What Success Looks Like
The right person will quickly become someone we can trust to own this area of the business.
Success in the role means:
- Customers receive fast, helpful and thoughtful responses
- Customer issues are resolved without unnecessary escalation
- Stockists receive consistent and professional communication
- Invoices are sent and payments are followed up on time
- Operational tasks don’t get forgotten
- Processes become more organised and efficient over time
- You proactively identify things that need attention before they become problems
Job Type: Part-time
Pay: From €14.85 per hour
Benefits:
- Employee discount
- Work from home
Experience:
- Operations: 2 years (required)
- Customer support: 3 years (required)
Work Location: Hybrid remote in Dublin, County Dublin
