Role & responsibilities

: Customer Support Executive

Company: IGI International Gemological Institute

Position: Customer Support Executive

Department: Customer Service

Location: Mumbai

Employment Type: Full-time

Experience: 1–3 years

Job Summary

IGI is looking for a customer-oriented and detail-focused Customer Support Executive to manage customer enquiries, provide information about IGI's services and certification processes, coordinate with internal departments, and ensure a smooth and professional customer experience.

Key Responsibilities

- Handle customer enquiries through calls, emails, WhatsApp, and other communication channels.
- Assist customers with queries related to diamond/gemstone grading reports, certification services, submissions, collections, and report status.
- Provide accurate information regarding service procedures, turnaround times, charges, and documentation requirements.
- Coordinate with laboratory, operations, sales, accounts, and logistics teams to resolve customer requests.
- Track submitted items and provide customers with timely updates on report/service status.
- Handle customer complaints professionally and ensure timely resolution.
- Follow up on pending customer requirements, payments, documentation, and deliveries.
- Maintain accurate customer records and update details in the company's CRM/software.
- Escalate complex issues to the concerned department or manager when required.
- Maintain professional communication and strong relationships with customers.




- Ensure compliance with IGI's internal processes, service standards, and confidentiality requirements.
- Support the team in achieving customer satisfaction and service-level targets.

Candidate Profile

- Graduate in any discipline.
- 1–3 years of experience in customer service/support.
- Experience in the diamond, jewellery, gemstone, luxury, or certification industry will be an advantage.
- Excellent communication skills in English and Hindi; Gujarati/local language skills would be an advantage.
- Good telephone etiquette and professional email-writing skills.
- Strong follow-up and coordination abilities.
- Valuable knowledge of MS Office and basic computer applications.
- Customer-focused, patient, and solution-oriented.
- Ability to handle multiple customer requests and work effectively under deadlines.
- Strong attention to detail and accuracy.

Key Skills

- Customer Relationship Management
- Communication & Interpersonal Skills
- Complaint Handling
- Query Resolution
- Follow-up & Coordination
- Order/Report Tracking
- Email & Telephone Etiquette
- MS Office / CRM
- Problem Solving
- Time Management

Key Performance Indicators

- Customer satisfaction and service quality
- Response and resolution time
- Accuracy of information provided
- Timely follow-up on customer requests
- Complaint-resolution turnaround time
- Adherence to internal processes and service standards

Preferred candidate profile

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