Customer Experience & Operations Specialist

About Indira

At Indira, we design jewelry with a clear mission: to redefine everyday luxury through thoughtful design, quality craftsmanship, and pieces that feel personal and timeless. Each collection is created to be worn daily, not just admired.

As we continue to grow, we’re looking for people who genuinely enjoy working with customers and take responsibility for making things run smoothly every day.

About the Role

As our Customer Experience & Operations Specialist, you will play a key role in managing customer interactions across multiple channels while also supporting essential operational processes that keep our e-commerce business and showroom running smoothly.

This role is suitable for a mid-level professional or a highly motivated junior who is looking for ownership, responsibility, and real exposure within a growing brand.

Key Responsibilities

Customer Communication & Support

  • Manage customer interactions across multiple channels
  • Provide clear and accurate product consultation, including jewelry selection, sizing, styling, and gifting
  • Support customers throughout:
     - the purchasing process
     - pre-orders
     - repairs and adjustments
     - delivery and post-delivery inquiries
  • Take ownership of customer requests from start to finish, ensuring timely and professional resolution
  • Maintain a consistent communication style aligned with brand standards

Showroom Experience

  • Welcome customers in the showroom and assist them during the purchasing process
  • Ensure a calm, organized, and professional showroom experience
  • Manage showroom appointments and customer visits

Operations & Maintenance

  • Manage pre-orders end to end, from initial request to final delivery
  • Coordinate sending jewelry items to the photo studio and track progress
  • Support website-related operational tasks, including product updates and ongoing content maintenance
  • Assist with order processing and internal workflows
  • Identify recurring issues and communicate improvement opportunities to the team

About You

You genuinely care about people and how they feel when interacting with a brand. You are empathetic, calm, and thoughtful in the way you communicate, especially in situations that require patience, clarity, or reassurance.

You approach your work with kindness and professionalism, and you take responsibility for both customer-facing and operational tasks. You are comfortable listening, asking the right questions, and guiding people through their options in a clear and supportive way.

You value structure and follow-through, and you remain positive and solution-oriented in your day-to-day work, even when handling sensitive or complex situations.

Key traits:

  • Empathetic and people-centered
  • Kind, calm, and patient in communication
  • Responsible and dependable
  • Detail-oriented and well-organized
  • Positive, proactive, and solution-focused
  • Comfortable managing multiple types of tasks

Requirements

  • Minimum 1 year of experience in customer service, retail, or e-commerce
  • Strong written and verbal communication skills in Romanian
  • Basic written communication skills in English
  • Ability to communicate with care, clarity, and professionalism
  • Ability to manage multiple priorities and tasks
  • Comfort working with operational processes and digital tools
  • Strong attention to detail and commitment to quality and accuracy

What We Offer

At Indira, we care deeply about how people experience our brand. Our culture is built on the belief that proactive actions make the difference: anticipating needs, addressing questions before they arise, and creating clarity and reassurance at every step of the customer journey.

We aim to create moments of customer delight through thoughtful communication, consistency, and care in the smallest details. This means going beyond simply responding to requests, and instead taking ownership, following through, and looking for ways to improve the experience before issues appear.

We offer an environment where empathy, responsibility, and quality matter, and where each team member is encouraged to take initiative, take ownership of their work, and actively contribute to improving how we serve our customers.

  • A full-time role with clear responsibilities and real ownership
  • A collaborative, supportive, and people-focused work environment
  • Exposure to both customer experience and e-commerce operations
  • Central office location and showroom activity (Piața Romană)
  • Competitive salary, based on experience and role fit
  • Employee discount on Indira products

If you care about people, enjoy helping customers, and want to make a real impact through your work, we’d love to hear from you.

Send your CV and a short introduction explaining why you are a good fit for this role to elena@indira.ro