Customer Support Associate – B2C E-commerce
Company: Renaissance Jewel
Location: Remote
Shift: EST (US Time Zone)
Experience: 1–4 years
Compensation: ₹25,000–₹35,000 per month, based on experience
Job Type: Full-time
About Renaissance Jewel
Renaissance Jewel is a fast-growing e-commerce brand specializing in fine diamond and lab-grown diamond jewelry. We serve customers primarily across the USA and Canada and are committed to delivering exceptional products and customer experiences.
About the Role
We are looking for a Customer Support Associate with experience in B2C, product-based customer support, preferably in e-commerce, retail, jewelry, luxury, fashion, electronics, or a similar industry.
This is a purely customer support role with no sales targets or sales incentives.
The ideal candidate should be comfortable handling a wide range of customer situations, from product and order-related questions to delivery concerns, returns, and complex or frustrated customer interactions. Since Renaissance Jewel offers a wide range of products and specifications, the candidate must be capable of quickly learning detailed product information and applying it accurately while assisting customers.
Key Responsibilities
- Handle customer interactions through voice calls, live chat, email, and other support channels.
- Assist customers with product, order, payment, shipping, delivery, return, exchange, and post-purchase queries.
- Build strong knowledge of the company's products, categories, specifications, and processes.
- Handle difficult or frustrated customers professionally through active listening, empathy, and effective problem-solving.
- Coordinate with internal teams such as Sales, Operations, Manufacturing, Production, and Logistics to resolve customer concerns.
- Manage back-to-back calls and chats while maintaining interaction quality and documenting customer interactions accurately and in real time in internal tools.
- Follow up with customers and maintain ownership of customer concerns until appropriate resolution or escalation.
- Maintain accurate records and follow company processes, communication standards, and customer support guidelines.
- Manage multiple tasks efficiently and remain calm and accurate in a fast-paced environment.
What We Are Looking For
- 1–4 years of experience in B2C customer support, preferably in a product-based company.
- Experience in e-commerce, retail, jewelry, luxury, fashion, electronics, D2C, or a similar product-based industry.
- Experience handling product-related queries, orders, payments, shipping, delivery, returns, exchanges, and post-purchase concerns.
- Experience handling international customers, preferably from the USA, Canada, or other international markets.
- Excellent verbal and written communication skills.
- Strong ability to understand and learn detailed product information.
- Ability to handle frustrated customers and difficult situations professionally.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Ability to multitask effectively while managing calls, chats, follow-ups, and real-time documentation without compromising customer experience or accuracy.
- Proactive, adaptable, detail-oriented, and willing to take ownership of customer concerns.
Important Experience Requirement
This role is best suited for candidates with direct B2C customer support experience in a product-based business.
Candidates with experience primarily limited to generic service-based customer support, scripted call center processes, or repetitive process-based support without direct product and customer ownership may not be suitable for this role.
Growth Opportunities
This role is focused entirely on customer support and does not include sales targets or sales incentives. High-performing employees may have opportunities to grow into more advanced customer support roles or explore other career opportunities within the organization based on performance, interest, and business requirements.
Pay: ₹25,000.00 - ₹35,000.00 per month
Application Question(s):
- How many years of experience do you have in B2C customer support?
- What type of product-based company have you worked for, and what products did you support?
- Have you worked in e-commerce, retail, jewelry, luxury, fashion, electronics, or another product-based industry?
- Which customer support channels have you handled? (Voice calls, live chat, email, social media, ticketing systems, etc.)
- Have you handled US-based or other international customers?
- Please briefly describe a difficult or frustrated customer situation you handled and how you resolved it.
- Are you comfortable handling back-to-back calls and chats while documenting interactions in real time?
- Are you comfortable working full-time in the EST (US) shift?
- What is your current CTC?
- What is your expected CTC?
- What is your current notice period?
- Do you have a reliable laptop/desktop and stable internet connection for remote work?
Work Location: Remote
