Digital E-commerce Operations Manager

6 days ago

Surat, Gujarat, India Jewel Pro Tech Full time
Job Title: Digital E-commerce Operations ManagerAbout Jewel Pro Tech

Jewel Pro Tech is a leading IT company that delivers top-tier technology solutions. Our marketplace, GEMGEM, is a unique platform specializing in natural diamonds, gemstones, and their studded jewelry. We allow users worldwide to list and buy items seamlessly, creating a global marketplace for premium jewelry.

Estimated Salary Range:

$40,000 - $60,000 per year

Job Purpose:

The Digital E-commerce Operations Manager will support our GEMGEM marketplace by providing high-quality customer service through live chat, email, and messaging platforms. This role involves handling customer inquiries, processing sales orders, and ensuring customer satisfaction while maintaining data privacy.

Key Responsibilities:
  • Customer Support & Communication:
    • Deliver prompt, accurate, and courteous responses to customer inquiries via live chat, email, and messaging platforms.
    • Address questions related to product listings, order statuses, and other customer concerns.
    • Ensure customer satisfaction by maintaining high communication standards in fluent English.
  • Sales Order Processing & Coordination:
    • Assist in processing sales orders and coordinate with internal departments to ensure efficient and timely deliveries.
    • Monitor order statuses and provide regular updates to customers.
    • Facilitate smooth transactions between buyers and sellers on the GEMGEM platform.
  • Data Management & Privacy:
    • Maintain accurate and up-to-date customer records in the CRM system.
    • Ensure complete data privacy and compliance with internal protocols.
    • Track interactions and transactions for reporting and analytics.
  • Issue Resolution:
    • Handle customer complaints with a solutions-oriented approach and escalate issues to the relevant teams if necessary.
    • Resolve issues professionally and promptly to maintain customer trust.
  • Reporting & Analysis:
    • Provide feedback and insights to optimize sales support processes.
  • Process Improvement & Efficiency:
    • Identify opportunities to enhance customer support and sales processes.
    • Contribute to the continuous improvement of our platform by implementing best practices.
Qualifications & Experience:
  • Education: Any Graduate
  • Experience: Minimum 1 year of experience in sales support or customer service, preferably within the e-commerce, IT, or technology sectors. Experience with jewelry or luxury goods is a plus.
Key Skills & Competencies:
  • Language Proficiency:
    • Strong command of English, both written and verbal, with impeccable grammar and communication skills.
  • Technical Skills:
    • Proficiency in using Customer Relationship Management (CRM) systems.
    • Familiarity with AI tools, language conversion tools, and Microsoft Office Suite (Word, Excel, PowerPoint).
  • Customer Service Orientation:
    • Strong problem-solving skills and the ability to provide effective solutions that enhance customer satisfaction.
    • High attention to detail and commitment to providing professional service.
  • Multitasking & Time Management:
    • Ability to handle multiple tasks in a fast-paced environment while maintaining accuracy and quality.
  • Confidentiality & Integrity:
    • Commitment to maintaining data privacy and confidentiality in handling sensitive customer information.
  • Team Collaboration:
    • Ability to collaborate with cross-functional teams and work effectively in a dynamic office environment.
    • Comfortable with remote communication and coordination with global teams when necessary.

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