Job Summary
We are looking for a customer-focused and detail-oriented Customer Service Executive to provide exceptional support to our UK and international customers. The ideal candidate will manage customer enquiries, resolve issues efficiently, coordinate with internal teams, and ensure a seamless customer experience throughout the order journey.
Key Responsibilities
· Respond to customer enquiries via email, phone, live chat, and other communication channels.
· Assist customers with product information, order placement, customization, sizing, and general enquiries.
· Provide timely updates regarding order status, production progress, shipping, and delivery.
· Coordinate with production, workshop, logistics, and other internal departments to resolve customer issues.
· Handle returns, exchanges, repairs, cancellations, and warranty requests.
· Follow up with customers until their queries are fully resolved.
· Maintain accurate customer records and communication history in the CRM/ERP.
· Monitor pending cases and ensure all SLAs are met.
· Collect customer feedback and encourage product reviews after order completion.
· Prepare daily and weekly customer service reports.
· Identify recurring customer issues and suggest process improvements.
· Test the website regularly from a customer's perspective and report any bugs, broken links, pricing issues, or checkout problems.
· Assist customers with bespoke/custom jewellery enquiries by coordinating with the design team.
· Support upselling and cross-selling opportunities where appropriate while maintaining excellent customer service.
Requirements
· Excellent written and spoken English.
· Strong communication and interpersonal skills.
· Ability to handle difficult customers professionally.
· Good problem-solving and decision-making abilities.
· Strong organisational and multitasking skills.
· Comfortable using CRM, ERP systems, Gmail, Microsoft Excel, and customer support platforms.
· Ability to work under pressure while maintaining accuracy.
· Prior experience in jewellery or luxury retail customer service is preferred.
Preferred Skills
· Experience handling UK, Australian, or international customers.
· Understanding of diamonds, gemstones, jewellery manufacturing, and customization.
· Knowledge of Shopify, Zendesk, Gorgias, or similar customer support software is an advantage.
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
Work Location: In person
