Job Summary

Key Responsibilities
- 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.
- Strong organisational and multitasking skills.
- Comfortable using CRM, ERP systems, Gmail, Microsoft Excel, and customer support platforms.
- Ability to work under pressure while maintaining accuracy.
- Prior experience in jewellery or luxury retail customer service is preferred.

Preferred Skills
- Experience handling UK, Australian, or international customers.
- Understanding of diamonds, gemstones, jewellery manufacturing, and customization.
- Knowledge of Shopify, Zendesk, Gorgias, or similar customer support software is an advantage.

Pay: ₹30,000.00 - ₹50,000.00 per month

Advantages:
- Health insura

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