Customer Support Executive

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.

Key Skills

• 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

• Customer satisfaction and service quality
• Response and resolution time
• Accuracy of information provided
• Timely follow-up on customer requests
• Complaint-resolution turnaround time
• Adherence to internal processes and service standards

Preferred candidate profile