Customer Service Associate

Job Description

Job location :- Andheri MIDC Time:- 9 pm to 6 am IST Reporting :- VP CS team Need excellent in communication and must have US accent . Client Support Answer incoming calls through Dial Pad (Customer Service and General Lines) --> Maybe Handle all client care, company and policy inquiries and order inquiries via ZenDesk, phone, and email. Assist clients with sizing, remakes, basic care (cleaning, engraving), and major repairs. Offer tailored advice to clients on jewellery care, maintenance, and best next steps. Order Management Collaborate with the Sales team to build and manage custom invoices, order changes, cancellations or exchanges. Ensure proper order tagging and communicate order updates to clients. Report issues with processes or system limitations/bugs. Support clients with order shipment date confirmations, and shipping label creation and managing order delays Sales Team Support Respond to client-related questions from the Sales team and offer clear guidance. Develop and deliver training on internal systems and processes to improve team performance. Qualifications 3–5 years of experience in fine jewellery, diamonds, luxury retail, client care Proficiency in Shopify and ZenDesk (or similar CRM platforms). Exceptional communication and interpersonal skills. Strong organisational abilities and meticulous attention to detail. Ability to multitask and prioritise in a fast-paced, high-touch environment. A collaborative team player with a proactive and solution-oriented approach Show more Show less