Customer Support Executive

Job description:

We are seeking a Customer Support Executive with a strong understanding of the diamond and jewelry industry to manage customer interactions, provide expert assistance, and ensure seamless service. The ideal candidate will have excellent communication skills, in-depth knowledge of diamonds (4Cs, certification, grading), and the ability to handle client inquiries efficiently.

Key Responsibilities:

• Handle inbound and outbound calls, emails, and chat to assist customers with inquiries related to diamonds, jewelry, and orders.
• Provide expert guidance on diamond specifications, grading, certifications (GIA, IGI, etc.), pricing, and availability.
• Coordinate with the sales, logistics, and production teams to resolve customer issues promptly.
• Assist clients with order tracking, returns, exchanges, and after-sales support.
• Maintain accurate records of customer interactions in CRM software.
• Educate customers on company policies, warranty details, and care instructions.
• Handle complaints and escalations professionally to maintain customer satisfaction.
• Gather customer feedback to help improve service quality and processes.
• Support marketing and sales teams with follow-ups and lead nurturing.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Commerce, or related field.
• 1–3 years of experience in customer support, preferably in the diamond or jewelry sector.
• Strong knowledge of diamond grading standards (4Cs) and jewelry industry terminology.
• Excellent verbal and written communication skills in English (and local language, if applicable).
• Proficiency with CRM systems, MS Office, and basic reporting tools.
• Ability to handle high-pressure situations with professionalism and empathy.
• Strong problem-solving and multitasking abilities.

Preferred Qualifications:

• Certification in diamond grading (e.g., GIA, IGI) is an added advantage.
• Experience working in B2B or B2C jewelry businesses.

Job Type: Full-time

Pay: ₹10,000.00 - ₹25,000.00 per month

Benefits:

• Leave encashment

Work Location: In person