About this role
Role Overview We are seeking a dynamic and customer-focused Customer Support Agent to join our premium diamond jewellery brand. The ideal candidate will be responsible for managing incoming leads, nurturing customer relationships, and driving sales conversions through exceptional service and product knowledge. This role requires strong communication skills, attention to detail, and a passion for luxury retail. Key Responsibilities Lead Management: Handle inbound inquiries from multiple channels (phone, email, chat/WhatsApp, social media). Qualify leads based on customer requirements and buying intent. Maintain accurate records in CRM systems and ensure timely follow-ups. Sales Conversion: Provide personalized product recommendations and assist customers in making informed purchase decisions. Upsell and cross-sell products to maximize revenue by aliasing with internal Ops, Ecom, Retail, Finance team to drive conversion Achieve monthly and quarterly sales targets. Customer Experience: Deliver a premium, consultative experience aligned with the brand’s luxury positioning. Address customer queries regarding product details, pricing, customization, and after-sales support.
Required Skills & Qualifications Bachelor’s degree in Business, Marketing, or related field. 1–3 years of experience in customer support, inside sales, or luxury retail. Excellent communication and interpersonal skills. Strong negotiation and persuasion abilities. Familiarity with CRM tools and lead management systems. Knowledge of jewellery products and luxury market trends is a plus.
A1 to A2
• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• E-learning mandatory courses certified wherever applicable