Customer Support Executive

4 weeks ago

Mumbai, Maharashtra, India Abelini Limited Full time

We are a UK-based online diamond jewellery brand — www.abelini.com — specialising in diamond rings, earrings, and pendants. While our business is focused on the UK market, all operations are efficiently managed from our office in India.

We are now looking to hire a Customer Support Executive who will work in a hybrid model (partial in-office, partial remote) and take ownership of customer communication with genuine care and professionalism.

Let us explain this clearly — we are not looking for someone with a typical call center approach. Our product is luxury, and our customers expect attention, warmth, and clarity — not robotic, lifeless responses. This isn't about answering the highest number of calls. It's about building trust and delivering a meaningful, thoughtful customer experience. We need someone who understands the importance of connection and quality service over quantity.

Key Responsibilities

Handle customer inquiries via email, phone, and live chat with patience and care.

Assist with product queries, provide order updates, and offer reliable post-sales support.

Communicate confidently and empathetically with UK-based customers, ensuring a polished and professional experience.

Resolve concerns, manage returns and exchanges, and maintain high customer satisfaction.

Coordinate with internal teams (order processing, accounts, IT) to ensure timely resolutions.

Maintain proper records of customer interactions and follow-ups for pending issues.

Requirements

Fluent in English (written and spoken), ideally with a neutral or UK-accented tone.

Minimum 2 years of experience in customer support, especially in product-based roles (preferably e-commerce or luxury goods).

Excellent communication, listening, and problem-solving skills.

A warm, confident, and professional phone manner suited to a luxury brand.

Strong email etiquette with clear and grammatically correct writing.

Ability to multitask, stay organized, and manage time effectively without constant supervision.

Basic understanding of online shopping, order life cycles, and customer service processes.

Why Join Us?

Be part of a premium UK-based diamond jewellery brand

Competitive salary aligned with your experience and skills.

Opportunity to work in a professional yet supportive hybrid work environment.

A chance to grow with a brand that values quality, trust, and long-term relationships.

If you have experience with luxury or product-based customer support and you truly care about delivering a great experience — not just answering calls — we'd love to hear from you.

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