Job Description

Key Responsibilities

1. Customer Support & Engagement

Respond promptly and professionally to customer inquiries via phone, email, WhatsApp, social media DMs, and chat. Assist customers with product information, styling guidance, order placement, returns, exchanges, and repairs. Maintain a deep understanding of both brands -- Isharya (modern luxury) and Indinoor (ethnic celebration jewelry) -- to provide the right tone and recommendations. Handle customer escalations with empathy, clarity, and solution-oriented communication.

2. Order & Service Management

Track and update customers on order status, dispatch, delivery, and customization timelines. Coordinate with internal teams (warehouse, logistics, retail stores, and merchandising) to resolve customer issues smoothly. Manage returns, exchanges, and damage claims as per company policies. Ensure accurate documentation of all customer interactions in CRM systems.

3. CRM & Feedback Loop

Update customer data, preferences, and feedback regularly to improve personalization. Share insights from customer interactions with marketing and merchandising teams to inform product and service improvements. Monitor repeat purchase patterns and identify opportunities for loyalty and relationship-building.

4. Brand Representation

Embody the Isharya and Indinoor brand values -- warm, stylish, and trustworthy -- in every interaction. Maintain a consistent tone of voice and high level of service that reflects the brands' premium positioning. Support event- or campaign-based initiatives by responding to campaign queries or influencer/customer requests.

Skills & Attributes

Essential

Excellent written and verbal communication skills in English. Strong customer orientation and empathy. Ability to multitask and manage time effectively across multiple communication channels. Proficiency with CRM or helpdesk tools (e.g., Freshdesk, Zoho, or Shopify CRM). Detail-oriented, organized, and proactive.
Job Types: Full-time, Permanent

Pay: ₹26,515.25 - ₹39,159.56 per month

Benefits:

Cell phone reimbursement Flexible schedule Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund Work from home
Work Location: In person