Company Description -

BlueStone, founded in 2011 and headquartered in Bangalore, is one of India’s leading fine jewelry brands. The company seamlessly integrates online and offline shopping, offering 300+ experiential stores alongside a vast online selection. With a proprietary tech stack, BlueStone enables customers to personalize their jewelry journey, from design to delivery, to celebrate life’s special moments.

Their certified collections span gold, platinum, diamonds, and gemstones, ensuring options for every occasion and budget.

To learn more, visit www.bluestone.com.

About the Role -

We are looking for a highly motivated and customer-focused Senior Customer Support Executive to join our team. The role involves handling customer queries, complaints, and requests across multiple channels including phone, email, live chat, and WhatsApp, while ensuring timely, accurate, and professional resolutions.

Location: Mumbai (On-site)

What You'll Do -

- We are seeking a highly motivated and customer-focused Senior Customer Support Executive.
- Handle customer inquiries, complaints, and requests through phone calls, emails, live chat, and WhatsApp.
- Provide accurate, timely, and skilled resolutions to customer concerns.
- Ensure adherence to defined Service Level Agreements (SLAs) and quality standards.
- Maintain detailed and accurate records of customer interactions in systems.
- Required to Handling objections and escalations effectively.
- Positive attitude with Strong ownership and accountability.
- Ability to work collaboratively across departments.
- Willingness to support the team beyond routine responsibilities.

What We're Looking For -





- Excellent verbal and written communication skills.
- Strong customer handling and conflict-resolution abilities.
- Experience in managing customer interactions across calls, emails, chats, and WhatsApp.
- Ability to handle escalations professionally and effectively.
- Strong problem-solving and decision-making skills.
- Good knowledge of CRM and customer support tools.
- Ability to multitask and work in a fast-paced environment.
- Leadership and mentoring capabilities.
- Prepare and share customer service reports as required.
- Coordinate with operations, logistics, sales, technical, and other internal teams for issue resolution.
- Escalate critical concerns to management in a timely manner.

Qualification -

- Graduate in any discipline.
- 3–6 years of experience in Customer Support, Customer Service, or Customer Experience roles.
- Prior experience in handling escalations and supporting teams is preferred.

KRA & KPI -

- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- SLA Adherence
- Escalation Resolution Rate
- Quality Audit Scores
- Customer Retention and Service Recovery Metrics

Please Note -

- Candidates should be flexible with shift timings, weekly offs, and leaves.
- Quick learning ability is important.
- They should be flexible to adapt to changes in LOBs and working patterns based on business requirements.
- The work pattern consists of 6 working days with rotational shifts and 1 day weekly off.
- The login time is 9 hours with a 1-hour break. Operational hours may vary, but currently it’s between 9 AM and 10 PM.
- Operational shift timings may vary on peak days such as Akshaya Tritiya, Dhanteras, or during any other offer period.

📌 Senior Customer Relationship Officer (Mumbai)
🏢 BlueStone
📍 Mumbai