Customer Support Associate

Full job description

Working hours – +pm IST to 6am IST

Reporting : VP -customer service

Roster based week offs

Andheri MIDC

No pick and drop facility

Client Support

Answer incoming calls through DialPad (Customer Service and General Lines) --> Maybe

Handle all client care, company and policy inquiries and order inquiries via ZenDesk, phone, and email.

Assist clients with sizing, remakes, basic care (cleaning, engraving), and major repairs.

Offer tailored advice to clients on jewelry care, maintenance, and best next steps.

Order Management

Collaborate with the Sales team to build and manage custom invoices, order changes, cancellations or exchanges.

Ensure proper order tagging and communicate order updates to clients.

Report issues with processes or system limitations/bugs.

Support clients with order shipment date confirmations, and shipping label creation and managing order delays

Sales Team Support

Respond to client-related questions from the Sales team and offer clear guidance.

Develop and deliver training on internal systems and processes to improve team performance.

Qualifications

3–5 years of experience in fine jewelry, diamonds, luxury retail, client care

Proficiency in Shopify and ZenDesk (or similar CRM platforms).

Exceptional communication and interpersonal skills.

Strong organizational abilities and meticulous attention to detail.

Ability to multitask and prioritize in a fast-paced, high-touch environment.

A collaborative team player with a proactive and solution-oriented approach

Job Type: Full-time

Pay: ₹650,000.00 - ₹1,000,000.00 per year

Schedule:

US shift

Language:

English (Required)

Hindi (Preferred)

Work Location: In person

Speak with the employer

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