Key Responsibilities

- Product Onboarding &
- Client Support

Support onboarding of new clients and help them understand product workflows and usage. Assist clients during implementation and early-stage product adoption.

Handle day-to-day client queries related to product usage, process, and issue resolution.

- Query Handling &
- Issue Coordination

Log, track, and follow up on client issues, support requests, and product-related concerns. Coordinate with Product, QA, and internal teams for timely issue resolution.

Ensure regular updates are shared with clients on open queries and action timelines.

- Escalation &
- Relationship Support

Identify critical issues and escalate them to the manager in a timely manner. Support smooth handling of client escalations through structured follow-up.

Build positive working relationships with clients through responsiveness and service quality.

- Retention &
- Upsell Support

Support account retention by ensuring timely issue closure, client satisfaction, and ongoing engagement. Track customer needs, usage patterns,



and feedback to identify opportunities for service improvement and account continuity.

Identify potential upsell / cross-sell opportunities and share them with the manager / relevant teams.

Support renewal readiness and client engagement efforts for existing accounts.

- Operational Support &
- Reporting

Maintain support trackers, onboarding records, issue logs, upsell leads, and status updates. Support preparation of client reports, query summaries, and internal review updates.

Ensure documentation of recurring issues, retention risks, and support learnings for process improvement

About Company: Manoj Ornaments Pvt. Ltd. is a Mumbai-based jewelry manufacturing and retail company with a robust presence across India and international markets, including Hong Kong, the USA, and the UAE. We specialize in gold, diamond, and gemstone jewelry, blending traditional craftsmanship with contemporary designs. The company offers a professional, growth-oriented work environment with excellent learning opportunities.

📌 Customer Service Associate in Mumbai, Mumbai
🏢 Manoj Ornaments Private
📍 Mumbai