Experience required: 1-5 Yrs
Skills: Customer Support, Customer Service, Solving Queries, Customer Handling, Handling, Query, Customer Relationship Management, Communication & Interpersonal Skills, Complaint Handling, Query Resolution, Follow-up & Coordination, Order/Report Tracking, Email & Telephone Etiquette, MS Office / CRM, Problem Solving, Time Management, Key Performance Indicators, Response and resolution time, Accuracy of information provided, Timely follow-up on customer requests, Complaint-resolution turnaround time, Preferred candidate profile

Role & responsibilities

Job Description: Customer Support Executive

Company: IGI International Gemological Institute
Position: Customer Support Executive
Department: Customer Service
Location: Mumbai
Employment Type: Full-time
Experience: 1–3 years

Job Summary

IGI is looking for a customer-oriented and detail-focused Customer Support Executive to manage customer enquiries, provide information about IGI's services and certification processes, coordinate with internal departments, and ensure a smooth and professional customer experience.

Key Responsibilities

Handle customer enquiries through calls, emails, WhatsApp, and other communication channels.
Assist customers with queries related to diamond/gemstone grading reports, certification services, submissions, collections, and report status.
Provide accurate information regarding service procedures, turnaround times, charges, and documentation requirements.
Coordinate with laboratory, operations, sales, accounts, and logistics teams to resolve customer requests.
Track submitted items and provide customers with timely updates on report/service status.
Handle customer complaints professionally and ensure timely resolution.
Follow up on pending customer requirements, payments, documentation, and deliveries.
Maintain accurate customer records and update details in the company's CRM/software.
Escalate complex issues to the concerned department or manager when required.
Maintain professional communication and strong relationships with customers.
Ensure compliance with IGI's internal processes, service standards, and confidentiality requirements.
Support the team in achieving customer satisfaction and service-level targets.

Candidate Profile

Graduate in any discipline.
1–3 years of experience in customer service/support.
Experience in the diamond, jewellery, gemstone, luxury, or certification industry will be an advantage.
Excellent communication skills in English and Hindi; Gujarati/local language skills would be an advantage.
Good telephone etiquette and professional email-writing skills.
Strong follow-up and coordination abilities.
Good knowledge of MS Office and basic computer applications.
Customer-focused, patient, and solution-oriented.
Ability to handle multiple customer requests and work effectively under deadlines.
Strong attention to detail and accuracy.