Customer Support Executive

2 weeks ago

Surat, Gujarat, India DK Infoway Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Job Summary:

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. The ideal candidate will have excellent communication skills, in-depth knowledge of diamonds (4Cs, certification, grading), and the ability to handle client inquiries efficiently.

Key Responsibilities:

  • Handle inbound and outbound calls, emails, and chat to assist customers with inquiries related to diamonds, jewelry, and orders.
  • 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.

Job Type: Full-time

Pay: ₹10, ₹15,000.00 per month

Benefits:

  • Leave encashment

Work Location: In person

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