Customer support executive

2 weeks ago

Gurgaon, India ORNAZ Full time
Company Description:
ORNAZ is a leading fine jewellery D2 C brand specializing in diamond engagement rings. Since its inception in 2016, ORNAZ has been dedicated to crafting elegant and customizable solitaire engagement rings, giving customers the opportunity to celebrate their unique love stories. The brand also offers an extensive range of diamond jewellery, including earrings, pendants, and bracelets. With a strong online presence and consistent revenue growth, ORNAZ serves a wide base of customers across India, delivering quality craftsmanship and personalized experiences.
Job Summary:
We are seeking a Customer Relationship Specialist to manage customer interactions and ensure an outstanding customer experience at every touchpoint. The role involves handling inquiries, resolving concerns, coordinating orders, and maintaining long-term customer relationships. This position is ideal for someone who thrives on delivering exceptional service and building customer loyalty.
Key Responsibilities:
1. Customer Support:
• Respond promptly to customer inquiries via phone, email, chat, and social media.
• Assist customers with product information, order status updates, and customization options.
2. Order Management:
• Coordinate with internal teams to ensure timely order processing, production, and delivery.
• Keep customers informed of order status, tracking, and any potential delays.
3. Post-Sales Engagement:
• Follow up with customers post-delivery to ensure satisfaction and gather feedback.
• Address any product concerns or issues, ensuring swift and effective resolution.
• Provide guidance on jewellery care and warranty services.
4. Relationship Building:
• Build and maintain strong, long-term relationships with customers to encourage repeat business and referrals.
• Develop a deep understanding of customers’ preferences to offer personalized recommendations.
5. Customer Feedback & Insights:
• Collect and analyze customer feedback to identify areas for improvement in service and products.
• Provide insights to the marketing and product teams to enhance the customer experience.
6. CRM Management:
• Maintain accurate customer records and interactions using CRM tools.
• Track communication history to ensure personalized service and follow-ups.
7. Sales Support:
• Support the sales team by nurturing leads and assisting with customer follow-ups.
• Assist in upselling and cross-selling products to existing customers.
Required Skills & Qualifications:
• Bachelor’s degree in Business, Communication, or a related field.
• 1-3 years of experience in customer service, relationship management, or a similar role.
• Excellent communication skills (written and verbal) in English and (local language if applicable).
• Strong problem-solving skills and the ability to handle customer concerns empathetically.
• Proficiency in MS Office (Word, Excel) and CRM tools.
• Ability to manage multiple tasks and prioritize effectively.
• A passion for luxury products and an understanding of the jewellery industry is a plus.
Key Details:
Location: Gurugram, Haryana
Employment Type: Full-Time
Experience Level: 1-2 Years
Salary: ₹3.0 LPA to ₹4.5 LPA CTC
Working Days: 6 Days

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