Customer Support Executive

5 days ago

Surat Gujarat, India DK Infoway Full time

**Job description**:
**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 - ₹25,000.00 per month

**Benefits**:

- Leave encashment

Work Location: In person

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