Customer Service Associates (Jewellery Brand) (US Shift)

JD :

Hiring for a renowned Global Jewellery Brand:

Remote / Work from home

• ** US Shift ( Night shift as per US timing)
• US market experience is a must
• Need someone who is into Chats , calling and mail process
• Total 5 weekly offs in a month
• Customer Support Executives
• ✨ Shift: Evening Shift / Graveyard Shift✨ Working Days: Weekdays & Weekends (Maximum 5 days/week)
• ✨ Working Hours: 9 hours/day
• ✨ Experience: Minimum 2–3 years of calling experience with US B2C customers
• ✨ Industry Preference: Jewellery background experience is highly preferable
• ✨ Skills: Excellent communication skills
• ✨ Compensation: ₹6 LPA – ₹8 LPA
• ✨ Incentives: Performance-based incentives available

Duties And Responsibilities:

• As a Customer Service Representative, you will be the first point of contact for the customers, providing exceptional service and support. Your primary focus will be on assisting customers with their engagement ring and custom jewelry inquiries, ensuring a seamless and delightful experience from start to finish. You will work closely with our sales and design teams to meet customer needs and exceed their expectations.

Key Responsibilities:

• Customer Support: Provide prompt, courteous, and knowledgeable assistance to customers via phone, email, live chat, and in-person interactions. Address inquiries about products, services, and order status.
• Engagement Ring Guidance: Offer expert advice and guidance to customers selecting engagement rings and natural and/or lab diamonds, including understanding their preferences, explaining diamond and metal options, and helping them make informed decisions.
• Custom Order Coordination: Assist customers with custom jewelry orders by understanding their design requirements, collaborating with our design team, and ensuring all details are accurately communicated and executed.
• Order Processing: Ensure accurate documentation and follow-up with customers throughout the order lifecycle.
• Product Knowledge: Maintain a thorough understanding of our product offerings, including gemstones, metals, and design options. Stay updated on industry trends and company promotions.
• Issue Resolution: Handle customer complaints and concerns with empathy and professionalism. Strive to resolve issues to the customer's satisfaction, escalating complex cases to the appropriate department if necessary.
• Sales Support: Assist the sales team with administrative tasks, such as preparing quotes, generating invoices, and tracking inventory levels.
• Follow-Up: Conduct post-purchase follow-ups to ensure customer satisfaction and gather feedback for continuous improvement.

Job Type: Full-time

Experience:

• Total: 2+ years (Required)
• Diamond Jewellery Industry: 3 years (Required)
• Customer service: 4 years (Required)
• Upselling: 2 years (Required)

Shift availability:

• Night Shift (Required) US Shift

Job Types: Full-time, Permanent

Pay: ₹55,000.00 - ₹85,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Provident Fund
• Work from home

Work Location: In person