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.

· Solid organisational and multitasking skills.

· Comfortable using CRM, ERP systems, Gmail, Microsoft Excel, and customer support platforms.

· Ability to wor

📌 Customer Service Executive (Mumbai City)
🏢 Vernive Jewel
📍 Mumbai City