Role & responsibilities

Key Responsibilities

Omni-Channel Customer Support & Sales:

1. Manage customer interactions across all digital channels: inbound/outbound calls, live web chat

/Freshchat, emails, and social media DMs/comments.
1. Provide end-to-end assistance from brand discovery, conversion, after sales assistance and build brand

loyalty.
1. Actively assist in resolving customer escalations pre and post sale.
2. Consistently achieve and exceed monthly international sales targets through active lead follow-up and

proactive conversion strategies. Customer Journey & Relationship Management:
1. Take full accountability for the client experience, proactively resolving queries, eliminating purchase

friction, and enhancing overall customer satisfaction.
1. Cultivate long-term customer relationships to foster brand loyalty, repeat business, and high customer

lifetime value across global regions. Domain & Product Expertise:
1. Serve as a trusted consultant by explaining product specifications, sourcing information, hallmarking

standards, and gemstone characteristics. International Order Processing & Logistics Support:
1. Assist international customers with multi-currency pricing, payment conversions, and global payment

gateways.
1. Provide clarity on cross-border tariffs,customs clearances, duty guidelines, and local tax structures for





the respective delivery country.
1. Coordinate with logistics and operations teams to ensure seamless international dispatch, tracking, and

delivery. Required Qualifications & Skills
1. Experience: 2 years of sales or client support experience in luxury retail, jewellery, fine crafts, or high-

touch international e-commerce.
1. Freshers also Allowed with fluent in english.

Language Proficiency:
1. Exceptional written and spoken English communication skills tailored for an international audience.
2. Fluency in Telugu or additional international languages is a solid advantage.

Domain Knowledge
1. Solid working knowledge of fine jewellery, gemstones, precious metals, hallmarking, and diamond

grading principles.
1. Understanding of international shipping procedures, payment gateways, currency conversions, and

customs protocols.

Soft Skills

1. High cultural intelligence and adaptability when communicating with buyers across different

geographies.
1. Target-oriented mindset with proven negotiation and closing abilities.
2. Strong active listening skills, empathy, and creative problem-solving capability under dynamic

conditions.
1. Ability to multi-task efficiently across multiple conversation tools and internal dashboards.

📌 Online Jewellery Consultant (Mumbai)
🏢 Caratlane
📍 Mumbai