Customer Support Executive

4 days ago

Surat Gujarat, India DK Infoway Full time

**Job description**:
We are seeking a Customer Support Executive with a strong understanding of the diamond and jewelry industry to manage customer interactions, provide expert assistance, and ensure seamless service.

**Key Responsibilities**:

- Provide expert guidance on diamond specifications, grading, certifications (GIA, IGI, etc.), pricing, and availability.
- Coordinate with the sales, logistics, and production teams to resolve customer issues promptly.
- Assist clients with order tracking, returns, exchanges, and after-sales support.
- Maintain accurate records of customer interactions in CRM software.
- Educate customers on company policies, warranty details, and care instructions.
- Handle complaints and escalations professionally to maintain customer satisfaction.
- Gather customer feedback to help improve service quality and processes.
- Support marketing and sales teams with follow-ups and lead nurturing.

**Required Skills & Qualifications**:

- Bachelor’s degree in Business, Commerce, or related field.
- 1-3 years of experience in customer support, preferably in the diamond or jewelry sector.
- Strong knowledge of diamond grading standards (4Cs) and jewelry industry terminology.
- Excellent verbal and written communication skills in English (and local language, if applicable).
- Proficiency with CRM systems, MS Office, and basic reporting tools.
- Ability to handle high-pressure situations with professionalism and empathy.
- Strong problem-solving and multitasking abilities.

**Preferred Qualifications**:

- Certification in diamond grading (e.g., GIA, IGI) is an added advantage.
- Experience working in B2B or B2C jewelry businesses.

Pay: ₹10,000.00 - ₹20,000.00 per month

**Benefits**:

- Leave encashment

Work Location: In person

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