Customer Support Executive (Jewellery Industry)

? Location:

Unit No. 180, SDF VI, SEEPZ Rd B,

SEEPZ, Andheri East,

Mumbai, Maharashtra – 400096

? Number of Openings: 1–2

? Experience Required: 5–10 Years

Kiara Jewellery – Company Overview

Founded in 2004 and headquartered at SEEPZ, Kiara Jewellery is a globally trusted jewellery manufacturing partner catering to leading international luxury brands. We follow lean manufacturing principles, continuous improvement practices, and foster a culture that values innovation, quality craftsmanship, and operational excellence.

Job Title: Customer Support Executive****Role Purpose

We are looking for a customer-focused and detail-oriented professional from the jewellery industry to strengthen our customer support and client coordination function.

This role requires strong client communication, order coordination, follow-up, problem-solving, and internal coordination across product development, production, quality, and operations teams. The ideal candidate should have good knowledge of jewellery products and processes, excellent English communication skills, and the ability to manage client requirements from enquiry through final delivery.

Key Responsibilities****Customer Support & Client Handling

- Act as a single point of contact for assigned clients, especially international/export clients
- Handle day-to-day client communication through email, calls, and other communication channels
- Understand and document customer requirements accurately
- Provide timely responses to customer queries, requests, and concerns
- Maintain strong and professional relationships with existing clients
- Ensure a high level of customer satisfaction through timely and effective support
- Follow up with clients regarding approvals, specifications, orders, and delivery requirements

Order Coordination & Follow-up

- Coordinate customer orders from initial requirement to final delivery
- Track order status and provide regular updates to clients
- Coordinate with internal teams to ensure orders are progressing as per agreed timelines
- Follow up with Production, Product Development, QC, and Operations teams for pending requirements




- Identify potential delays or issues and communicate them to the concerned stakeholders
- Maintain accurate records of customer requirements, order status, approvals, and communications

Product Development (PD) & Operations Coordination

- Coordinate with the Product Development team for new product requirements, modifications, and customizations
- Communicate customer specifications accurately to the internal teams
- Follow up on samples, prototypes, product approvals, and revisions
- Work closely with Design, Production, QC, and Operations teams to ensure customer requirements are understood and executed correctly
- Ensure customer feedback is communicated to the relevant internal teams and incorporated appropriately

Customer Query & Issue Resolution

- Handle customer complaints, concerns, and service-related issues professionally
- Understand the root cause of customer issues and coordinate internally for resolution
- Ensure timely closure of customer complaints and pending queries
- Maintain proper documentation of issues, actions taken, and resolutions
- Escalate critical or recurring issues to the appropriate senior management
- Proactively communicate with customers in case of delays, changes, or other order-related challenges

Pricing & Commercial Coordination

- Coordinate with the concerned teams regarding pricing, costing, quotations, and commercial requirements
- Understand basic jewellery costing concepts including:
- Diamond costing
- Metal calculations
- Making charges
- Margins
- Ensure customer quotations and commercial information are communicated accurately
- Coordinate with Sales/Accounts/Operations teams for commercial and order-related queries
- Maintain accuracy while handling customer-specific pricing and order information





Export & Dispatch Coordination

- Coordinate with internal teams regarding export orders and dispatch requirements
- Support basic export documentation and coordination, including packing lists and shipment-related information
- Ensure customer-specific dispatch requirements are communicated and followed
- Coordinate with relevant teams to ensure timely and accurate order dispatch
- Keep clients updated regarding shipment and delivery status

Eligibility & Qualifications****Education: Bachelor’s degree in any relevant field (Business, Marketing, Commerce, or related preferred)

Experience:

- 5–10 years of experience in jewellery/diamond industry is mandatory
- Prior experience in customer support, client servicing, order coordination, or export client handling
- Experience handling international/export customers will be preferred

Skills & Competencies

- Excellent English communication skills (mandatory)
- Strong customer service and relationship management skills
- Good understanding of the jewellery and diamond industry
- Knowledge of jewellery products and basic manufacturing processes
- Understanding of diamond pricing and basic jewellery costing
- Strong follow-up and coordination skills
- Excellent attention to detail and accuracy
- Strong problem-solving and issue-resolution ability
- Ability to coordinate effectively with multiple internal departments
- Good documentation and reporting skills
- Ability to manage multiple customer requirements simultaneously
- Skilled and courteous approach towards clients
- Self-driven, organized, and customer-oriented

Why Join Us?

- Opportunity to work with global luxury jewellery brands
- Exposure to international markets and export business
- Opportunity to work closely with Product Development, Production, QC, and Operations teams
- Collaborative culture with strong focus on quality over quantity
- Platform to build expertise in international jewellery customer servicing and operations
- Opportunity to grow within a high-value, relationship-driven industry

? Interested candidates may share their CV at:

- [email protected]

📌 Customer Support Specialist (Mumbai)
🏢 Kiara Jewellery Private
📍 Mumbai