Customer Relationship & Support Executive
Location
Thane, Mumbai (On-site)
Employment Type
Full-time
About the Company
We are a growing jewellery brand with a strong online presence across our website and social media platforms. We are looking for a customer-focused, organized, and proactive professional to deliver exceptional customer service while ensuring accurate documentation and seamless coordination between customers and internal teams.
Key Responsibilities
Customer Support & Communication
Respond to customer inquiries via phone, email, WhatsApp, website chat, Instagram, Facebook, and other social media platforms.
Provide accurate information regarding products, pricing, customization, order status, shipping, returns, and exchanges.
Resolve customer concerns promptly while ensuring a positive customer experience.
Follow up on customer inquiries, quotations, pending orders, and post-purchase support.
Escalate complex issues to the relevant department and ensure timely resolution.
Order & Documentation Management
Maintain accurate records of customer inquiries, quotations, orders, payments, and follow-ups.
Update customer details and interaction history using MS Excel or CRM software.
Prepare daily, weekly, and monthly customer support reports.
Coordinate with the sales, inventory, dispatch, and production teams to ensure smooth order processing.
Maintain organized customer documentation and order records.
Website & Social Media Coordination
Monitor customer messages, comments, and inquiries across the website and social media platforms.
Ensure prompt responses and maintain high customer engagement.
Coordinate with the marketing team on customer feedback, FAQs, and product-related inquiries.
Collect customer reviews and testimonials to strengthen the brand's online reputation.
Administrative Support
Maintain customer databases and filing systems.
Assist in preparing quotations, invoices, and order confirmations.
Perform additional administrative and customer support tasks assigned by management.
Required Qualifications
Minimum 12th Pass in any discipline.
Freshers with excellent communication skills and a customer-first attitude are encouraged to apply.
Required Skills
Excellent verbal and written communication in English and Hindi.
Strong interpersonal and customer relationship management skills.
Ability to handle customer queries professionally and empathetically.
Good organizational and documentation skills.
Proficiency in MS Excel, MS Office, and Google Workspace.
Basic knowledge of Instagram, Facebook, and other social media platforms.
Ability to multitask in a fast-paced environment.
Strong attention to detail and problem-solving skills.
Preferred Qualifications
Prior experience in Jewellery, Luxury Retail, E-commerce, Fashion, or Lifestyle industries is preferred.
Familiarity with CRM software or order management systems.
Candidates residing in or near Thane will be given preference for ease of commuting and long-term association.
Pay: ₹15,000.00 - ₹20,000.00 per month
Benefits:
- Cell phone reimbursement
- Food provided
Work Location: In person
