Customer Service Executive (Diamonds & Jewellery) | Friendly Diamonds

? Lower Parel, Mumbai (On-site) · ? Full-time · 5 to 6 years of experience

About the Role

We’re looking for an experienced Customer Service Executive with strong diamond and jewellery knowledge to be the first point of contact for our customers. You’ll handle enquiries, orders, and after-sales support across phone, chat, and email, making sure every customer gets accurate information, a prompt response, and a premium service experience.

What You’ll Do

- Handle inbound and outbound customer calls professionally, resolving queries on products, pricing, orders, deliveries, repairs, exchanges, and returns
- Respond to chats and emails promptly, within defined turnaround times, with accurate and well-written replies
- Guide customers on diamonds and jewellery, including the 4Cs (cut, colour, clarity, carat), certifications (GIA, IGI, SGL, and others), metal purity (14K, 18K, 22K, platinum), hallmarking, and care and maintenance
- Help customers choose products based on budget, occasion, and preferences, and explain customisation and made-to-order options
- Coordinate with sales, production, quality control, logistics, and accounts teams to track orders and resolve issues quickly
- Handle complaints and escalations with empathy, take ownership until closure, and recommend corrective action where needed
- Manage after-sales requests such as resizing, repairs, polishing, buy-back, exchange, and warranty or certificate queries
- Record every interaction accurately in the CRM or ticketing system
- Prepare daily, weekly,



and monthly reports on call volumes, response times, resolution rates, customer satisfaction (CSAT), and recurring issues
- Spot customer feedback trends and share insights with management to improve products and processes
- Support upselling and cross-selling opportunities where appropriate, and follow up on leads and enquiries
- Protect the confidentiality and security of customer data and high-value order details

What You Bring

- Graduate in any discipline (a gemology diploma or certification such as GIA, IGI, or GJEPC is a strong advantage)
- 5 to 6 years of customer service experience, with at least 3 years in the diamond, jewellery, luxury, or high-value retail sector
- Hands-on experience handling calls, chats, and emails in a multi-channel workplace
- Working knowledge of CRM, helpdesk, or ticketing tools (such as Zoho, Freshdesk, Zendesk, or Salesforce) and MS Excel for reporting
- Strong knowledge of diamonds (4Cs, shapes, certification, natural vs lab-grown) and jewellery (gold, platinum, gemstones, hallmarking, pricing components)
- Excellent verbal and written communication in English and Hindi (Marathi or Gujarati is a plus)
- Polished, patient, and professional phone and chat etiquette
- Strong problem-solving, negotiation, and de-escalation skills
- Good reporting and data-handling ability, and comfort with MIS and dashboards
- Attention to detail, with the ability to manage multiple tasks and high-value orders accurately
- A customer-first mindset, with integrity and discretion around sensitive information

📌 Customer Service Executive (Mumbai)
🏢 Nuvo Aeon Diamond u0026 Jewellery
📍 Mumbai