About GIVA :

GIVA is one of India's leading direct-to-consumer fine jewellery brands, specializing in 925 silver jewellery, gold jewellery, and lab-grown diamonds. Founded in 2019 and headquartered in Bengaluru, GIVA was built with a vision to make authentic, elegant, and accessible jewellery available to contemporary Indian consumers.

With a strong omnichannel presence, GIVA has grown from an online-first startup into a national retail brand with 350+ stores across India, 10 Million+ App downloads and 98% pincode coverage nationwide. The company blends craftsmanship, technology, and design innovation to create contemporary jewellery for everyday wear and gifting.

About the Role:

We are looking for a Customer Support Associate who is confident in handling customers over calls, managing escalations, and ensuring timely resolution of customer concerns.

The ideal candidate should have strong verbal communication skills, a customer-first approach, and experience in outbound calling and escalation handling.

Key Responsibilities

- Handle outbound calls to customers for issue resolution, follow-ups, feedback, and service-related communication.
- Manage and resolve customer escalations with a high sense of ownership.
- Understand customer concerns, identify the root cause, and coordinate with relevant internal teams for resolution.
- Follow up proactively with customers until the issue is completely resolved.
- Maintain accurate records of customer interactions, complaints,



and resolutions in the CRM/ticketing system.
- Ensure adherence to defined TAT, quality, and customer experience metrics.
- Coordinate with internal stakeholders such as Retail, Operations, Logistics, Warehouse, Finance, and other teams to resolve customer issues.
- Identify recurring customer issues and highlight trends or process gaps to the team.
- Handle difficult or sensitive customer conversations professionally and calmly.
- Ensure a positive customer experience across every interaction.

Must-Have Skills

- Excellent verbal and written communication skills mandatory.
- Prior experience in outbound calling / customer calling.
- Experience in customer escalation handling.
- Strong customer-handling and problem-solving skills.
- Ability to communicate confidently with customers and internal stakeholders.
- Good follow-up and coordination skills.
- Comfortable working with CRM, ticketing systems, and basic MS Excel/Google Sheets.
- Ability to work in a fast-paced, target-driven environment.

Good to Have

- Experience handling high-value or sensitive customer escalations.
- Understanding of CSAT, NPS, FCR, TAT, and other customer support metrics.
- Experience working with CRM/helpdesk tools.

Key Competencies:

- Customer Centricity
- Communication Skills
- Escalation Management
- Problem Solving
- Ownership & Accountability
- Stakeholder Management
- Active Listening
- Follow-up & Execution
- Patience and Empathy

📌 Customer Support Associate (Bengaluru)
🏢 Indiejewel Fashions Private
📍 Bengaluru