Customer Relationship Service - Diamond Engagement Rings

About the role

The Skillions is looking for a Customer Service Representative to act as the first point of contact for customers, supporting engagement ring and custom jewellery enquiries. The role works closely with the sales and design teams and covers phone, email, live chat and in-person support. It is based in Mumbai and requires night shifts according to US time.

Key responsibilities

• Provide prompt, courteous and knowledgeable assistance via phone, email, live chat and in person, covering products, services and order status.
• Advise customers on engagement rings and natural and/or lab diamonds, explaining diamond and metal options.
• Help customers with custom orders by coordinating with the design team and making sure details are accurately communicated.
• Ensure accurate documentation and follow-up throughout the order lifecycle.
• Maintain knowledge of gemstones, metals and design options, and stay updated on trends and promotions.
• Handle complaints professionally and escalate complex cases when needed.
• Support the sales team with quotes, invoices and inventory tracking.
• Follow up after purchase and collect feedback.

Required profile

• High school diploma or equivalent; a degree in a related field is a plus; GIA certification is required.
• Proven customer service experience, preferably in jewellery or luxury goods.
• Strong written and verbal communication, problem-solving and attention to detail.
• Ability to work in a fast-paced environment and handle multiple tasks at once.
• Passion for jewellery and understanding of the emotional significance of engagement rings.
• Experience in the US market and a background in diamond jewellery are mandatory.

Required skills

• Customer service software and CRM systems
• Microsoft Office Suite