Senior Customer Service Representative - Engagement Rings & Custom Jewelry

About the role

A well-known diamond brand is urgently hiring a Senior Customer Service Representative for its Mumbai location. The representative is the first point of contact for customers, focusing on engagement ring and custom jewelry inquiries and working closely with the sales and design teams. The position is full-time and permanent, with night shifts.

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 and executed.
• Ensure accurate documentation and follow-up throughout the order lifecycle.
• Maintain knowledge of gemstones, metals and design options, and stay updated on industry trends and promotions.
• Handle complaints professionally and escalate complex cases when needed.
• Assist the sales team with quotes, invoices and inventory tracking, and conduct post-purchase follow-ups.

Required profile

• High school diploma or equivalent; a degree in a related field is a plus; GIA graduate is a plus.
• Proven customer service experience, preferably in jewelry or luxury goods; 7 years total work, 4 years customer service and 5 years in jewellery preferred.
• 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 jewelry and understanding of the emotional significance of engagement rings and custom pieces.

Required skills

• Customer service software and CRM systems
• Microsoft Office Suite

What we offer

• Pay of up to 10 LPA (approximately 1 million rupees per year).