Customer Support Executive ( CRM )

Job Title: Customer Support Executive (E-commerce – Jewellery Industry)
Experience Required: 2+ Years (Mail & Chat Support)
Location: Andheri east Seepz, Mumbai

Job Description:

We are seeking a dedicated and customer-focused Customer Support Executive with prior experience in e-commerce, preferably in the jewellery industry. The role involves handling customer queries through email and chat support, ensuring smooth post-purchase service, and maintaining a high level of customer satisfaction.

Key Responsibilities:

• Handle customer queries, complaints, and requests via email and live chat in a professional and timely manner.
• Provide detailed information about jewellery products, pricing, customization, shipping, returns, and exchange policies.
• Coordinate with internal teams (Sales, Dispatch, Logistics, and Quality Control) to resolve customer concerns.
• Ensure accurate order processing and follow-up until closure of queries.
• Maintain customer interaction logs and service reports.
• Achieve customer satisfaction targets and contribute to repeat business.
• Escalate unresolved issues to higher management when required.

Requirements:

• Minimum 2 years of experience in customer support (preferably in e-commerce/jewellery sector).
• Strong communication skills (written English must be excellent for mail & chat).
• Knowledge of jewellery terminology, product types, and quality standards will be an advantage.
• Proficiency in MS Office and CRM/chat support tools.
• Ability to multitask, remain calm under pressure, and deliver excellent customer service.

Key Skills:

• Email & Chat Support Handling
• Problem Solving & Complaint Resolution
• Jewellery Industry Knowledge (preferred)
• Customer Relationship Management
• Attention to Detail & Professional Etiquette

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Provident Fund

Work Location: In person

Speak with the employer
+91 8356961605