Job Role: Junior Customer Service Associate
Location: Remote
Shift: EST (US Time Zone)
Experience: 1 - 3 years
Compensation: Up to ₹25,000/month (Based on experience)
Job Type: Full-time
Website: https://renaissancejewel.com/
About Renaissance Jewel
Renaissance Jewel is a fast-growing e-commerce brand specializing in fine diamond and lab-grown diamond jewelry. We cater to an international clientele, primarily in the USA and Canada, delivering high-quality craftsmanship and exceptional customer experiences.
As a customer-focused organization, we believe in providing personalized, professional, and timely support to every customer.
About the Role
We are looking for a Customer Support Associate to join our customer support team and assist customers through both voice and non-voice channels, including call, chat, email, and other customer communication platforms.
This is a purely customer support role. The position does not include sales incentives or sales targets. However, high-performing employees may have opportunities to grow into more advanced customer support roles or explore opportunities within the Sales Team in the future, based on their performance, interest, and organizational requirements.
The ideal candidate should have prior experience handling US-based or international customers, excellent communication skills, and the flexibility to work according to EST working hours.
Key Responsibilities
- Handle customer interactions through voice and non-voice channels, including calls, chat, and email.
- Assist customers with queries related to orders, products, payments, shipping, delivery, returns, and general customer support.
- Support Senior Customer Support Executives in managing customer interactions and resolving customer concerns.
- Provide accurate and timely information to customers while maintaining a professional and customer-focused approach.
- Coordinate with internal teams such as Sales, Operations, Manufacturing, and Logistics to assist with customer-related concerns.
- Follow up with customers when required and ensure proper communication throughout the resolution process.
- Maintain accurate documentation of customer interactions, queries, and resolutions.
- Escalate complex or sensitive customer concerns to the appropriate senior team member or department.
- Follow established customer service processes, communication standards, and company guidelines.
- Maintain a high standard of customer experience while interacting with international customers.
- Manage multiple customer interactions and tasks efficiently in a fast-paced environment.
- Continuously learn about the company's products, processes, systems, and customer support standards.
What We’re Looking For
We are looking for someone who is curious, adaptable, and eager to continuously learn and grow. While the primary responsibility of this role is customer support, we value individuals who are willing to learn beyond their defined KRAs and take an active interest in understanding different aspects of the business.
The ideal candidate should be:
- Highly motivated to learn new skills, processes, tools, and areas of the business.
- Willing to take on new responsibilities and contribute beyond their defined KRAs when required.
- Flexible and adaptable in a fast-paced and evolving work environment.
- A smart and proactive problem-solver who can think independently and take initiative.
- Open to feedback and committed to continuous personal and professional development.
- Curious about understanding the complete customer journey and how different teams work together.
- Eager to grow within the organization and take advantage of future career opportunities.
Pay: ₹25,000.00 - ₹35,000.00 per month
Work Location: Remote
