Sr. CCE

About the role

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.

What you'll do

• 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
• 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

What you need

• 1–3 yrs of experience
• CRM
• Sales
• Inside sales
• Cross-selling
• Negotiation
• Customer service
• BBA