Customer Support Executive

About Us

We are a dynamic omnichannel jewellery brand catering to the modern aspirations of Gen Z and

Millennials. With a focus on innovative designs and exceptional customer experience, we strive

to create meaningful connections with our customers across online and offline touchpoints.

Role

As a Customer Support Executive, you will play a pivotal role in ensuring exceptional customer

service by managing incoming chats, calls, emails, and proactively engaging with website

visitors. Your primary responsibility will be to enhance the customer experience and drive

engagement through prompt and effective communication.

Key Responsibilities

1. Customer Interaction:

• Handle incoming chats, calls, and emails, ensuring prompt and accurate responses to customer queries.
• Engage website visitors via proactive chats to assist with product selection, queries, and purchase decisions.

2. Customer Engagement:

• Address customer concerns, resolve issues, and provide detailed product information.
• Follow up on pending customer queries and ensure resolution within defined SLAs.

3. CRM Management:

• Maintain and update customer information and interactions in the CRM system.
• Utilize CRM tools effectively to track leads, manage queries, and ensure seamless follow-ups.

4. Process Adherence:

• Ensure compliance with company guidelines and service protocols while communicating with customers.
• Proactively identify areas for improving customer service processes and suggest enhancements.

5. Communication Excellence:

• Exhibit fluency in verbal and written English while maintaining a professional tone.
• Draft well-structured and error-free emails and chat responses.

Skills & Qualifications

Experience: Minimum 2 years of experience in a customer support role, preferably in e-

commerce, retail, or omnichannel businesses.

Education: Bachelors degree in any discipline.

Technical Skills:

• Proficient in using CRM tools (e.g., Zoho CRM, Salesforce, or similar).
• Familiarity with live chat tools and email management systems.
• Communication: Excellent verbal and written English communication skills.
• Customer-Centric: Strong problem-solving skills with a focus on customer satisfaction.
• Organizational Skills: Ability to multitask, prioritize, and manage time effectively.
• Additional Skill (Preferred but Not Mandatory): Experience in tele-sales, with the
• Ability to engage and convert leads effectively.

Shift Timings

• Rotational shifts between 8 AM and 9 PM.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a leading jewellery brand catering to a vibrant and youthful customer base.
• Collaborative work environment with opportunities for learning and career growth.

Location: BKC, Mumbai