Job Title: Customer Relationship & Retention Specialist

Industry: Lab-Grown & Natural Diamond Jewelry

Location: Remote

Employment Type: Full time

Shift: EST (US Time Zone)

Experience: 5–8 Years (Mandatory)

Compensation: Up to ₹13LPA (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 effor

📌 Customer Relationship (India)
🏢 Renaissance Jewel
📍 India