Job Title: Customer Relationship & Retention Specialist
Industry: Lab-Grown & Natural Diamond Jewellery
Location: Remote
Employment Type: Full-Time
Shift: EST (US Time Zone)
Experience: 5–8 Years (Mandatory)
Compensation: Up to 13 LPA (Based on experience and expertise)
About Renaissance Jewel
Renaissance Jewel is a growing B2C e-commerce brand specializing in fine solid gold and lab-grown diamond jewellery, serving customers primarily across the USA and Canada. We are focused on delivering personalized, high-quality shopping experiences and building long-term customer relationships.
About the Role
We are looking for an experienced Customer Relationship & Retention Specialist to manage customer retention and relationship recovery for our US market.
This role is ideal for someone with experience in e-commerce, customer retention, customer success, client relationship management, or high-value B2C sales. You will handle cancellation and return requests, understand the underlying customer concerns, and create thoughtful solutions that protect both customer relationships and business revenue.
The ideal candidate is empathetic, persuasive, commercially aware, and highly skilled at handling sensitive customer conversations.
Key Responsibilities
- Manage cancellation, return, and retention conversations with US customers through calls, chat, email, and messaging.
- Understand customer concerns and identify the root cause behind cancellations or hesitation.
- Use strategic negotiation, alternative products, incentives, store credits, and value-added solutions to retain customers where appropriate.
- Handle high-value and sensitive customer situations with empathy and professionalism.
- Proactively identify potential churn risks and take action before a customer cancels.
- Manage complex post-purchase concerns and VIP customer exceptions.
- Maintain strong product knowledge to effectively communicate product value.
- Document customer interactions, retention efforts, and insights accurately in internal systems.
- Identify recurring customer concerns and share insights to help improve the overall e-commerce customer experience.
Requirements
- 5–8+ years of experience in e-commerce, customer retention, customer success, client relationship management, high-ticket sales, or a similar customer-facing role.
- Experience working with US customers or international consumers is highly preferred.
- Excellent spoken and written English communication skills.
- Strong emotional intelligence, empathy, negotiation, and persuasion skills.
- Ability to handle difficult conversations calmly and professionally.
- Strong understanding of customer retention and the e-commerce customer journey.
- Comfortable working in US/EST shift timings.
- Reliable internet connection, laptop, and a quiet workspace for remote work.
Preferred Experience
Experience in e-commerce, jewellery, luxury, fashion, beauty, lifestyle, or other high-value consumer industries will be an advantage.
Pay: Up to ₹1,300,000.00 per year
Application Question(s):
- Do you have experience working in e-commerce or customer retention? Please briefly describe your experience.
- Do you have experience handling US or international customers?
- Share an example of how you successfully retained a customer who wanted to cancel or return an order.
- How would you rate your spoken and written English communication skills?
- Are you comfortable working in US/EST shift timings?
- Do you have a reliable internet connection, laptop, and quiet workspace for remote work?
Work Location: Remote
