Customer Support Associate

2 months ago

Coimbatore, India Diamond Roseries LLP Full time

**Position: Customer Support Associate**

Role Summary

Responsible to ensure high quality customer satisfaction of online customers.

Reporting to Manager

Roles & **KRA 1: Customer Service Support**

Responsibilities Support to develop business through online or offline (leads conversion).
- Adherence service procedures, policies and standards.
- Monitor on time delivery of product purchased by online customers.
- Achieve the online sales target assigned.
- Verify all the online sale (Transaction paid/ Fraud alert).
- Keep focus on customer experience throughout interactions.

**KPIs**
- Lead conversion rate.
- Adherence to Customer Service SOP.

**KRA 2: Customer Enquiry and Updates**
- Follow up the customers on enquiry.
- Re-reach customer for new update and follow up for further business development.
- Collect testimonials from customers.
- Coordinate with CSM for customers issues and follow problems through to resolution.

**KPIs**
- Turnaround time to resolve customer complaints and queries.
- Customer satisfaction level.

**KRA 3: Record Management**
- Maintain accurate records and document related to customer service actions and discussions.

**KPIs**
- Accurate record management.

Entry Requirements

Qualification Span of Experience

Graduate in any discipline Experience handling Customer and Sales function in retail

MBA preferred sector, preferably, luxury segment 2-4 years.

Technical Competencies & Behavioral Competencies
- Understanding of the basics of Indian jewelry Planning and organizing industry, history and culture. Strong client facing people skills and
- Knowledge of jewelry making, customer relations, communication skills. product display, customer information, after sales Customer service orientation services so as to achieve high level of effectiveness Proficiency in English. in sales. Ability to think strategically and to lead.
- Knowledge about Diamonds. Good organizational and multitasking abilities.
- Good knowledge about CRM software. Good knowledge in telephone etiquette.
- Familiar with online product delivery process. Professionalism.
- Familiar with online payment methods and Team Work. procedures. Customer Focus (Internal/External)
- Working knowledge of customer service software’s, Process adherence. database and tools.

**Salary**: ₹15,000.00 - ₹22,000.00 per month

Ability to commute/relocate:

- Coimbatore, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Online Sales: 4 years (preferred)
- total work: 4 years (preferred)
- Customer service: 4 years (preferred)

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