Customer Support Executive

COMPANY OVERVIEW: GemPundit.com is a rapidly growing e-commerce platform specializing in loose gemstones and coloured gemstone jewellery. Over the past decade, our dynamic work culture and talented team have driven our success. Guided by an experienced management team, we have created an environment where employees can thrive, learn, and grow. Our achievements have been recognized by the Gems & Jewellery Export Promotion Council, where we have earned accolades for the Highest Number of International Clients in the Gems & Jewellery Industry for the past two years. Join us on an exciting journey as we expand our domestic and international presence, hiring outstanding talent across various departments and locations. Look for us at: https://www.gempundit.com/ Job Title: Lead Qualification Officer Job Category: Junior Team Lead LQ Department/Group: Reporting to: Travel Required: Gurgaon No Location: Level: HR Email: Salary Bracket: Job Description L1 Position Type: Date Posted: Full Time 23-02-2024 career@gempundit.com 22-25k JUNIOR LEAD QUALIFICATION OFFICER Within this pivotal role, one will undertake the responsibility of providing exceptional customer service to our esteemed clientele, ensuring that their inquiries and concerns are addressed promptly and effectively. KEY RESPONSIBILITIES • • • Major KRAs : Respond to all inbound inquiries, via chats, calls and emails and other contact collection methods. Improve Customer Experience by representing the brand right and sending them to the best sales team to assist them • • • • Maintain basic hygiene and qualify leads on certain parameters to save time for sales team. Cultivate initial engagement to enhance the chances of conversion. Follow a process to ensure fresh leads are effectively tracked and qualified(by using CRM). Ensuring daily, weekly and monthly targets of lead qualification are met.

1. Product Knowledge: Develop a comprehensive understanding of our gemstone products to provide accurate information and recommendations to customers. 2. Process Knowledge: Process returns, exchanges, and refunds according to company policies,

ensuring a seamless experience for customers. 6. Cross-functional Collaboration: Collaborate with other departments such as sales, and support team to address customer needs and improve overall customer experience. 7. Record Keeping: Maintain detailed and accurate records of customer interactions and transactions using our CRM system. 8. Feedback Management: Monitor customer feedback channels and escalate issues to the appropriate teams for resolution and continuous improvement.